JP2020008912A - Maintenance system and maintenance method - Google Patents

Abstract

To reduce a service cost when a worker such as a serviceman performs maintenance work.SOLUTION: One or more devices having a component of a maintenance object, a plurality of terminals held by a plurality of workers who performs maintenance work of the component, and a server are connected by a communication network in a maintenance system. The server acquires device information including maintenance request information on the component, from the device; acquires worker information including degree-of-skill information of the worker who holds the terminal, from the terminal; determines the worker who performs the maintenance work, on tthe basis of the device information acquired from one or more devices and the worker information acquired from the plurality of terminals; creates visit root information including the device of each worker's visit destination and maintenance contents; and notifies the terminal held by each worker.SELECTED DRAWING: Figure 10

Description

  The present invention relates to a maintenance system and a maintenance method, and more particularly to a maintenance system and a maintenance method for controlling maintenance work by an operator such as a serviceman.

  In an image forming apparatus such as an MFP (Multi-Functional Peripherals), maintenance of parts is required. The management department such as a service center monitors the state of each part in each apparatus, and a worker such as a service person regularly performs an operation. When visiting the equipment, maintenance work (maintenance) such as replacement of parts whose life has been shortened is performed. At that time, various methods have been proposed for enabling maintenance work to be performed at an appropriate timing.

  For example, in Patent Document 1 below, data for remote monitoring or diagnosis is collected from office equipment connected via a network, and based on the collected data, management of office equipment that remotely monitors or diagnoses the office equipment. An apparatus for predicting, based on the collected data, a schedule for performing a measure corresponding to remote monitoring or diagnosis, and performing a measure by the forecast schedule notifying means for notifying the office equipment of the schedule, and the predictive schedule notifying means; After notifying the forecast of the schedule, the forecast of the schedule is continuously repeated, and when it is determined that the schedule already notified should be changed, the schedule is reset so as to adapt to the determination, and the And a predicted schedule re-notification unit for notifying the user of the request.

  Further, Patent Literature 2 below discloses an extracting unit that extracts, from a plurality of managed devices, one or more devices in which the same phenomenon as the phenomenon occurred in the device to be maintained has occurred, and a device status of the device to be maintained. Acquiring device information about the device status of the maintenance target device, and obtaining device information about the device status of each of the one or more devices, and obtaining an index value about the device status of each of the one or more devices. An index value calculating unit that calculates the first similarity between the index value of the maintenance target device and the index value of each of the one or more devices, and a usage environment of the maintenance target device. Environmental information about the use environment of each of the one or more devices, and environmental information of the maintenance target device and environmental information of each of the one or more devices. A second similarity calculating unit that calculates a second similarity; and one or more reference devices are determined from the one or more devices based on the first similarity and the second similarity. An information processing system comprising: an estimating unit for estimating a replacement part of the maintenance target device based on a replacement part used by the reference device for eliminating the phenomenon.

  Further, Japanese Patent Application Laid-Open No. H11-163,199 discloses a proficiency storage means for storing the proficiency of each operator for maintenance work of a printer, an acquisition means for acquiring identification information of an operator operating the printer, Notification means for prompting execution of the maintenance work when a sign of the event requiring the maintenance work is detected, wherein the maintenance of the operator corresponding to the identification information acquired by the acquisition means is performed. There is disclosed a maintenance management device having a notification unit characterized in that the timing of executing the notification is earlier as the level of skill in the work is lower.

JP 2005-327083 A JP 2014-174838 A JP 2015-214054 A

  In the maintenance response of the machine installed in the market, there is a case where a great difference occurs in the maintenance work time depending on the skill of the service person. Further, when the cause of the trouble is unknown, parts that are supposed to solve the trouble may be replaced, but which parts to replace depend on the skill of the serviceman. In other words, when a low-skilled serviceman responds to maintenance work that requires the skill of a serviceman, the service cost (personnel cost, parts cost, etc.) is lower than when a highly skilled serviceman handles the maintenance work. ) Is added to the problem.

  In particular, image forming systems in recent years have become multifunctional, and a variety of services are required, such as support for not only the image forming apparatus itself but also printing applications, printer controllers, and post-processing apparatuses. For this reason, the knowledge and skills required for service personnel are increasing, and maintenance in consideration of the skill level of service personnel is required.

  The present invention has been made in view of the above problems, and a main object of the present invention is to provide a maintenance system and a maintenance method capable of reducing service costs when a worker such as a service person performs maintenance work. Is to do.

  One aspect of the present invention is a maintenance method in which one or a plurality of devices including parts to be maintained, a plurality of terminals held by a plurality of workers who perform maintenance work on the parts, and a server are connected via a communication network. In the system, the server acquires, from the device, device information including maintenance request information of the component, and, from the terminal, worker information including skill level information of the worker holding the terminal. Based on the information management unit to be obtained, the device information obtained from the one or more devices, and the worker information obtained from the plurality of terminals, a worker who performs a maintenance work is determined. A maintenance work management unit that creates visit route information including a device to be visited by the worker and maintenance contents, and notifies the terminal held by each worker to the terminal.

  One aspect of the present invention is a system in which one or a plurality of apparatuses including parts to be maintained, a plurality of terminals held by a plurality of workers who perform maintenance work on the parts, and a server are connected via a communication network. Wherein the server obtains, from the device, device information including maintenance request information of the component, and, from the terminal, a worker including skill level information of the worker holding the terminal. A first process for obtaining information, the device information obtained from the one or more devices, and the worker information obtained from the plurality of terminals, based on the worker to determine a maintenance work, A second process of creating visiting route information including a device to be visited by each worker and maintenance contents, and notifying the terminal held by each worker.

  ADVANTAGE OF THE INVENTION According to the maintenance system and the maintenance method of this invention, the service cost at the time of a worker, such as a serviceman performing a maintenance work, can be reduced.

  The reason is that, in a maintenance system in which one or a plurality of devices having parts to be maintained, a plurality of terminals held by a plurality of workers who perform maintenance work of the parts, and a server are connected by a communication network, Acquires device information including maintenance request information of parts from the device, and acquires operator information including skill level information of an operator holding the terminal from the terminal, and acquires from one or more devices. Based on the device information and the worker information obtained from the plurality of terminals, determine a worker to perform maintenance work, and create visiting route information including a device to be visited by each worker and maintenance contents, This is because each worker performs control to notify the terminal held by each worker.

1 is a schematic diagram illustrating a configuration of a maintenance system according to one embodiment of the present invention. It is a block diagram showing composition of a center server concerning one example of the present invention. FIG. 2 is a block diagram illustrating a configuration of an SE terminal according to one embodiment of the present invention. FIG. 1 is a block diagram illustrating a configuration of an image forming apparatus according to an embodiment of the present invention. It is an example of the table which the center server which concerns on one Example of this invention references when deciding maintenance SE based on a skill level. It is an example of the table which the center server which concerns on one Example of this invention references when deciding maintenance SE based on a skill level, a current position, and a work situation. It is an example of the table which the center server which concerns on one Example of this invention references when deciding maintenance SE in consideration of the schedule of 1 day of SE. It is an example of the screen displayed on the SE terminal according to one embodiment of the present invention. It is an example of the SE skill level information management table managed by the center server according to an embodiment of the present invention. It is a flowchart figure which shows an example of operation | movement of the center server which concerns on one Example of this invention.

  As described in the background art, an image forming apparatus such as an MFP requires maintenance of parts, and when a worker such as a service person periodically visits the apparatus, such as replacement of a part whose life is short, such as replacement of parts. Performing maintenance work. At that time, if a serviceman with a low skill level responds to maintenance work that requires a serviceman's skill level, service costs will be increased more than if a serviceman with a high skill level handles the maintenance work. . In particular, image forming systems in recent years have become multifunctional, and a variety of services are required, such as support for not only the image forming apparatus itself but also printing applications, printer controllers, and post-processing apparatuses. For this reason, the knowledge and skills required for service personnel are increasing, and maintenance in consideration of the skill level of service personnel is required.

  Therefore, in one embodiment of the present invention, the SE for performing the maintenance work is automatically determined from the skill level information, current position information, work status information, and the like of a plurality of workers (hereinafter, referred to as SEs). .

  More specifically, it manages one or a plurality of devices having parts to be replaced, a plurality of terminals (hereinafter, referred to as SE terminals) held by a plurality of SEs performing maintenance work of the parts, and maintenance of the parts. In a maintenance system in which a server (hereinafter, referred to as a center server) is connected to a communication network, the center server obtains device information (part maintenance request information, position information, and the like) from the device, and obtains information from the SE terminal. SE information (skill level information, position information, work status information, etc.) is obtained, and an SE performing maintenance work is determined based on device information obtained from one or more devices and SE information obtained from a plurality of SE terminals. The SE is determined, the visit route information including the device to be visited by each SE and the maintenance content is created, and the SE terminal held by each SE is notified.

  In this manner, by determining the SE in charge of maintenance so that the SE having high skill is assigned to the maintenance work requiring skill, the maintenance work time can be reduced, and the cause of the trouble can be reduced. When it cannot be specified, it is possible to reduce the frequency of unnecessary replacement of parts that are assumed to be resolved, and as a result, it is possible to reduce the service cost when the SE performs maintenance work.

  In order to describe the above-described embodiment of the present invention in more detail, a maintenance system and a maintenance method according to an embodiment of the present invention will be described with reference to FIGS. FIG. 1 is a schematic diagram illustrating a configuration of a maintenance system according to the present embodiment. FIGS. 2 to 4 are block diagrams illustrating configurations of a center server, an SE terminal, and an image forming apparatus, respectively. FIGS. 5 to 7 and 9 show an example of a table managed by the center server of the present embodiment, and FIG. 8 shows an example of a screen displayed on the SE terminal of the present embodiment. FIG. 10 is a flowchart illustrating an example of the operation of the center server.

  As illustrated in FIG. 1, a maintenance system 10 according to the present embodiment includes a center server 20, an SE terminal 30 owned by each of a plurality of SEs, and one or a plurality of devices 40 including components to be maintained (images in the present embodiment). Forming device). These are connected via a communication network such as a LAN (Local Area Network) or a WAN (Wide Area Network) defined by standards such as Ethernet (registered trademark), token ring, and FDDI (Fiber-Distributed Data Interface). The parts to be maintained include software such as applications. Hereinafter, each device will be described in detail.

[Center server]
The center server 20 is a computer device installed in a service center or the like, and manages maintenance of parts. As shown in FIG. 2A, the center server 20 includes a control unit 21, a storage unit 25, a network I / F unit 26, a display unit 27, an operation unit 28, and the like.

  The control unit 21 includes a CPU (Central Processing Unit) 22 and memories such as a ROM (Read Only Memory) 23 and a RAM (Random Access Memory) 24. The CPU 22 executes a control program stored in the ROM 23 and the storage unit 25. The operation of the center server 20 as a whole is controlled by being developed and executed in the RAM 24. The control unit 21 functions as an information management unit 21a, a maintenance work management unit 21b, and the like, as shown in FIG.

  The information management unit 21a acquires the device information from the device 40, acquires the SE information from the SE terminal 30, and stores and manages the device information and the SE information in the storage unit 25 and the like. The information management unit 21a stores and manages the schedule information of each SE for one day in the storage unit 25 and the like. The device information includes component maintenance request information (such as the type and quantity of components requiring maintenance due to life or failure) and, if necessary, position information (information on the location where the device 40 is installed). Including. The SE information includes skill level information indicating the skill level of each SE and, if necessary, position information (information on the current location of the SE, for example, the location of the company, the installation location of the device 40, or the home. ) And work status information (the current work status of the SE, for example, whether it is moving, working, waiting, OFF, etc.). Note that the skill level information is determined to include any of the actual work time, the actual work count, knowledge, and technology (such as the necessity of a work procedure manual) for the maintenance content. The skill level information is registered or updated for each maintenance content of 40 or models, or for each unit or field of each maintenance content. Then, the information management unit 21a appropriately updates the device information and the SE information stored in the storage unit 25 and the like. For example, when the SE information in which the position information and the work status information are updated is received from the SE terminal 30 of the SE that has performed the component maintenance work, the stored SE information is updated.

  The maintenance work management unit 21b determines an SE for performing a maintenance work on a part for which a maintenance request has been made, based on the device information acquired from the one or more devices 40 and the SE information acquired from the plurality of SE terminals 30. For example, the SE that has the shortest estimated work completion time of the maintenance work set according to the skill level information is determined as the SE in charge of maintenance. In addition, the estimated work completion time calculated based on the estimated work completion time set in accordance with the skill level, the estimated work completion time of the current work, and the movement time from the current position to the device performing the maintenance work is the earliest. The SE is determined as the SE in charge of maintenance. Further, by referring to the schedule information of each SE for one day, the SE that can perform maintenance and has the earliest expected work completion time is determined as the SE in charge of maintenance. At this time, if there are a plurality of SEs having the same expected work completion time or the same expected work completion time, the SE having the highest skill level among the plurality of SEs is determined as the SE in charge of maintenance. Then, the maintenance work management unit 21b creates visit route information including the device 40 to which each SE visits and the maintenance contents, and notifies the SE terminal 30 held by each SE of the created visit route information. The estimated work completion time may be updated based on the actual work time. Further, when the maintenance request information of the additional maintenance work is obtained from the SE terminal 30, an SE for performing the additional maintenance work is determined based on the maintenance request information and the SE information, and the determined SE and the SE are determined. The expected completion time of the additional maintenance work is notified to the SE terminal 30 that has output the maintenance request information, and the SE terminal 30 selects which SE performs the additional maintenance work. Update.

  The information management unit 21a and the maintenance work management unit 21b may be configured as hardware, or the control unit 21 may be configured as a program that functions as the information management unit 21a and the maintenance work management unit 21b, and the program is executed by the CPU 22. You may make it do.

  The storage unit 25 includes a hard disk drive (HDD), a solid state drive (SSD), and the like, and stores a program for the CPU 22 to control each unit, device information, SE information, schedule information, and the like.

  The network I / F unit 26 includes a NIC (Network Interface Card), a modem, and the like, connects the center server 20 to a communication network, and establishes a connection with the SE terminal 30 and the device 40.

  The display unit 27 includes a liquid crystal display (LCD: Liquid Crystal Display), an organic EL (electroluminescence) display, and the like, and displays various screens (for example, a list screen of SE information).

  The operation unit 28 includes a mouse, a keyboard, and the like, and enables various operations.

[SE terminal]
The SE terminal 30 is a portable terminal such as a smartphone or a tablet possessed by each SE, and includes a control unit 31, a storage unit 35, a network I / F unit 36, a display unit 37, as shown in FIG. It is composed of an operation unit 38 and the like.

  The control unit 31 includes a CPU 32 and a memory such as a ROM 33 and a RAM 34. The CPU 32 controls the entire operation of the SE terminal 30 by expanding a control program stored in the ROM 33 and the storage unit 35 into the RAM 34 and executing the control program. I do. As shown in FIG. 3B, the control unit 31 functions as an information providing unit 31a, a notification control unit 31b, and the like.

  The information providing unit 31a provides the center server 20 with the SE information input by the SE. As described above, the SE information includes the skill level information and, if necessary, the position information and the work status information, and transmits the SE information to the center server 20 at the timing when the SE information is input or updated. Send.

  The notification control unit 31b causes the display unit 37 to display a screen for inputting SE information, a screen for notifying visit route information acquired from the center server 20 (a visit route notification screen 60 described later), and the like. In addition, the notification control unit 31b displays a button for instructing addition of maintenance work (a maintenance work addition button 61 described later) on the screen for notifying the visiting route information. The maintenance request information including the target device 40 and the maintenance content is output. When the center server 20 notifies the maintenance request information of the SE determined by the center server 20 and the estimated completion time of the additional maintenance work by the SE, the additional maintenance work is performed by the SE terminal 30. Is displayed on the display unit 37, and a result of the selection is notified to the center server 20. The screen allows the user to select whether the SE (self) holding the SE performs the SE or the SE determined by the center server 20 performs. I do.

  The storage unit 35 is configured by an SD (Secure Digital) card, a flash memory, or the like, and stores a program for the CPU 32 to control each unit, SE information, visit route information, and the like.

  The network I / F unit 36 includes an NIC, a modem, and the like, connects the SE terminal 30 to a communication network, and establishes a connection with the center server 20.

  The display unit 37 includes a liquid crystal display device, an organic EL display device, and the like, and displays various screens (the above-described SE information input screen, visit route notification screen, and SE selection screen).

  The operation unit 38 includes a mouse, a keyboard, and the like, and performs various operations (for example, an operation of inputting SE information on an SE information input screen, an additional instruction for maintenance work on a visit route notification screen, and an operation of selecting an SE on an SE selection screen). Enable.

[apparatus]
The device 40 is a device including components that require maintenance due to a life or a failure, and is, for example, an image forming device such as an MFP. As shown in FIG. 4A, the image forming apparatus includes a control unit 41, a storage unit 45, a network I / F unit 46, a display operation unit 47, an image processing unit 48, an image reading unit 49, and a print processing unit 50. Etc.

  The control unit 41 includes a CPU 42 and a memory such as a ROM 43 and a RAM 44. The CPU 42 develops a control program stored in the ROM 43 and the storage unit 45 in the RAM 44 and executes the program, thereby controlling the overall operation of the image forming apparatus 40. Control. As shown in FIG. 4B, the control unit 41 functions as an information providing unit 41a.

  The information providing unit 41a provides device information to the center server 20. As described above, the device information includes component maintenance request information and, if necessary, position information.

  The storage unit 45 includes an HDD, an SSD, and the like, and stores a program for the CPU 42 to control each unit, information on processing functions of the own device, device information, image data generated by the image processing unit 48, and the like.

  The network I / F unit 46 includes an NIC, a modem, and the like, connects the image forming apparatus 40 to a communication network, and establishes communication with the center server 20 and the like.

  The display operation unit (operation panel) 47 is a touch panel or the like provided with a pressure-sensitive or capacitance-type operation unit (touch sensor) in which transparent electrodes are arranged in a grid on the display unit. Is displayed to enable various operations relating to the printing process.

  The image processing unit 48 functions as a RIP unit (Raster Image Processor), translates a print job, generates intermediate data, and performs rendering to generate bitmap image data. The image processing unit 48 performs screen processing, gradation correction, density balance adjustment, thinning, halftone processing, and the like on the image data as necessary. Then, the image processing unit 48 outputs the generated image data to the print processing unit 50.

  An image reading unit (ADU) 49 is a unit that optically reads image data from a document placed on a document table, and includes a light source that scans the document, and a CCD that converts light reflected by the document into an electric signal. (Charge Coupled Devices) and an A / D converter for A / D converting an electric signal. Then, the image reading unit 49 outputs the read image data to the print processing unit 50.

  The print processing unit 50 performs a print process based on the image data obtained from the image processing unit 48 or the image reading unit 49. The print processing unit 50 includes, for example, an exposure unit that irradiates and exposes a laser beam based on image data, a photoconductor drum, a development unit, a charging unit, a photoconductor cleaning unit, and a primary transfer roller. An image forming unit that forms a toner image of each color, an intermediate belt that is rotated by a roller, and functions as an intermediate transfer body that conveys the toner image formed by the image forming unit to a sheet, and a toner that is formed on the intermediate belt. A secondary transfer roller for transferring the image to the paper, a fixing unit for fixing the toner image transferred to the paper, a paper supply unit (paper supply option) such as a tray for supplying the paper, a paper supply roller and a registration roller , A loop roller, a reversing roller, a paper discharge roller (these are collectively referred to as a transport roller), and the like, and an ADU (automatic duplex unit).

  1 to 4 show an example of the maintenance system 10 according to the present embodiment, and the configuration and control of each device can be changed as appropriate. For example, in FIG. 4, an image forming apparatus is illustrated as the apparatus 40. However, any apparatus that has at least one component that requires maintenance due to a life or a failure may be used. It may be a post-processing device that performs post-processing such as center folding, or a controller that controls the image forming apparatus. In FIG. 1, the maintenance system 10 includes the center server 20, the SE terminal 30, and the device 40. However, the maintenance system 10 may include a computer device of a department in charge of the SE. In addition to notifying the SE terminal 30 of the visit route information of the SE created by 20, the notification may be sent to the computer device of the department in charge.

  Hereinafter, a method of determining the SE in charge of maintenance in the center server 20, a method of displaying the visiting route information in the SE terminal 30, and a method of instructing additional maintenance work will be described with reference to the tables in FIGS. 5 to 9 and the screen examples in FIG. I do.

  FIG. 5 is an example of information managed by the center server 20 (information created based on the device information and the SE information), and is a table that is referred to when determining the maintenance SE based on the skill level. In this table, the device name and maintenance content of the device that has made a component maintenance request, the SE name of the SE belonging to the maintenance system 10, the proficiency of each SE for each maintenance content, and the maintenance work for each maintenance content are shown. Estimated work completion time required (reference time in the SE skill level information management table in FIG. 9 described later) describes the total expected work completion time required for maintenance work for all maintenance contents of one device. Then, the control unit 21 (maintenance work management unit 21b) refers to this table, determines the SE with the shortest estimated work completion time as the maintenance charge SE, and describes it in the charge SE column. Here, SE1 is determined as the SE in charge of maintenance for the maintenance content A of the device 1 and SE3 for the maintenance contents B and C of the device 2.

  FIG. 6 shows an example of information managed by the center server 20 (information created based on the device information and the SE information). When determining the maintenance engineer based on the skill level, the current position, and the work status. Is a table to be referred to. In this table, the device name and maintenance content of the device that has made a component maintenance request, the SE name of the SE belonging to the maintenance system 10, the proficiency of each SE for each maintenance content, and the maintenance work of each maintenance content are shown. Expected work completion time required, total expected work completion time required for maintenance work for all maintenance contents of one device, current position of each SE (device n, company, home, etc.), current work of each SE Situation (working, moving, waiting, OFF, etc.), scheduled work completion time of each SE's current work, travel time from the current position of each SE to the device performing maintenance work, estimated work completion time And the estimated work completion time calculated based on the total of the work, the estimated work completion time, and the travel time. Then, the control unit 21 (maintenance work management unit 21b) refers to this table, determines the SE having the earliest expected work completion time as the maintenance charge SE, and describes it in the charge SE column. Here, for the maintenance content A of the apparatus 1, SE1 (SE1 and SE2 have the same expected work completion time, but SE1 has a higher level of skill, SE1), and the maintenance content B and C of the apparatus 2 On the other hand, SE2 is determined as the SE in charge of maintenance.

  FIG. 7 is an example of information (information created based on device information and SE information and schedule information) managed by the center server 20, and a maintenance SE is determined in consideration of a schedule of one day of the SE. This is a table to be referred to when performing. In the table of FIG. 7B, the device name and the maintenance content of the device that has made the component maintenance request, the SE name of the SE belonging to the maintenance system 10, the proficiency of each SE for each maintenance content, and the individual maintenance Estimated work completion time required for content maintenance work, total estimated work completion time required for maintenance work for all maintenance contents of one device, current position of each SE (device n, company, home, etc.), each The current work status of the SE (working, moving, waiting, OFF, etc.), the scheduled work completion time of the current work of each SE, the movement time from the current position of each SE to the device performing maintenance work, The estimated work completion time calculated based on the total expected work completion time, the estimated work completion time, and the travel time, and whether or not each SE can be handled are described. Then, the control unit 21 (maintenance work management unit 21b) refers to this table and the table showing the schedule of one day of SE shown in FIG. 7A, and can perform maintenance support in the table of FIG. In accordance with whether the maintenance work is completed within the time (hatched time), it is determined whether or not each SE can be dealt with, and the SE that can be dealt with and has the earliest expected work completion time is determined as the SE in charge of maintenance. Described in the SE column. Here, for the maintenance content A of the device 1, SE1 (SE1 and SE2 have the same expected completion time of the work, and they can cope with each other, but SE1 has a higher skill level, so SE1), For the maintenance contents B and C, SE3 is determined as the SE in charge of maintenance (SE2 has an earlier estimated work completion time than SE3, but SE2 is incompatible). It should be noted that the availability of each SE may be determined in consideration of the travel time to a work place (company, event venue, etc.) during the maintenance unavailable time period.

  FIG. 8 is an example of a screen displayed on the display unit 37 of the SE terminal 30 by the control unit 31 (notification control unit 31b). The visit route notification screen 60 of FIG. 8A shows at least the visit destination and maintenance contents of the next maintenance work of each SE, preferably, the current work contents (current position, work status, work) of each SE. (Expected completion time, etc.) and the next work contents (visit destination, maintenance contents, skill level, expected work completion time, expected work completion time, etc.) are displayed, and each SE performs maintenance work according to this screen. Further, on the visiting route notification screen 60, a maintenance work addition button 61 for instructing addition of maintenance work is displayed. When the maintenance work addition button 61 is selected, the control unit 31 (the notification control unit 31b) A screen (not shown) for setting maintenance contents (parts to be maintained) is displayed on the display unit 37, and when the maintenance contents are set on the screen, a maintenance request including the devices and parts to be maintained is sent to the center server 20. Output information. After acquiring the maintenance request information, the control unit 21 (maintenance work management unit 21b) of the center server 20 determines the SE for performing the maintenance work on the part based on the maintenance request information and the SE information. The expected completion time of the maintenance work by the SE is notified to the SE terminal 30 that has output the maintenance request information. Then, the control unit 31 (notification control unit 31b) of the SE terminal 30 that has output the maintenance request information holds the additional maintenance work as shown in FIG. 8B, and holds the SE terminal 30 that has output the maintenance request information. An SE selection screen 62 is displayed on the display unit 37 for selecting whether to perform the SE (self) to perform or the SE determined by the center server 20 (here, SE2). The selection result is displayed on the center server 20. Notice. The control unit 21 (maintenance work management unit 21b) of the center server 20 updates the visiting route information according to the selection result.

  FIG. 9 is an example of information managed by the center server 20, and is an SE skill level information management table. In this table, maintenance targets, maintenance contents for each maintenance object, reference time required for maintenance work of the maintenance contents, SE proficiency (high, medium, low, etc.) for each maintenance content are described. Is registered or updated for each maintenance content or trouble content of the device or model, or for each unit or field of the maintenance content or trouble content. In addition, based on the SE skill level information management table, the skill levels and the estimated work completion times shown in FIGS. 5 to 8 are set. The maintenance targets include the model of the image forming apparatus, the post-processing apparatus, the application, and the controller. The maintenance contents (trouble contents) include parts replacement for the model, conveyance failure, image abnormality, conveyance failure for the post-processing device, post-processing failure, adjustment, introduction to applications and controllers, and response to requests (to obtain products required by the user. Settings, follow-up and customization), failures, etc., units (around photoconductors and fixing in models, transport rollers, trays, ADU, paper feed options, etc.) and fields (density unevenness, color misregistration, misregistration in models, images) Scratch, sheet deviation in the post-processing device, staple position deviation, staple blanking, sheet alignment adjustment, folding deviation, folding position adjustment, folding strength adjustment, etc.) are managed. The skill level information is "low" when work is possible in about the reference time, "medium" when work is possible in about 2/3 of the reference time, and is "medium" when work is possible in about 1/2 of the reference time. Set to “High”.

  Note that the tables in FIGS. 5 to 7, the table in FIG. 9, and the screen in FIG. 8 are examples, and are not limited to the descriptions in these figures. Further, although the reference time shown in FIG. 9 is used as the estimated work completion time required for the maintenance work of the maintenance contents shown in FIGS. 5 to 8, a past actual work time may be used. In that case, the estimated work completion time may be updated and used based on the past actual work time.

  Hereinafter, an example of an operation of the center server 20 in the maintenance system 10 of the present embodiment (a case where the maintenance SE is determined in consideration of the schedule of one day of the SE) will be described with reference to the flowchart of FIG. It is assumed that the control unit 21 (information management unit 21a) of the center server 20 acquires SE information from the plurality of SE terminals 30 and stores the SE information in the storage unit 25 or the like in advance.

  First, the control unit 21 (information management unit 21a) monitors the device information transmitted from the device 40 (S101), and receives the device information (maintenance request information and, if necessary, position information) from the device 40. (Yes in S101), the SE information (skill level information and, if necessary, position information and work status information) and schedule information of a plurality of SEs are acquired from the storage unit 25 (S102).

  Then, the control unit 21 (maintenance work management unit 21b), based on the acquired device information, SE information, and schedule information (see the table in FIG. 7), can perform maintenance and has the expected work completion time The early SE is determined (S103), and the visit route information describing the visit destination device 40 and the maintenance content of each SE is created (or the visit destination device 40 of the SE whose visit route information is determined and the maintenance content are created). Is updated), and the visit route information is notified to the SE terminal 30 or the PC of the responsible department (S104).

  When determining the SE based on the skill level, it is only necessary to determine the SE with the shortest possible work completion time set according to the skill level information with reference to the table of FIG. When determining the SE based on the position and the work status, the SE having the earliest expected work completion time may be determined with reference to the table in FIG.

  As described above, the center server 20 can shorten the maintenance work time by determining the SE in charge of the maintenance work with reference to the skill level information, and can reduce the time required for the trouble when the cause of the trouble cannot be identified. In addition, the frequency of unnecessary replacement of parts that are supposed to be resolved can be reduced, and the service cost when the SE performs maintenance work can be reduced.

  It should be noted that the present invention is not limited to the above embodiment, and its configuration and control can be appropriately changed without departing from the spirit of the present invention.

  For example, in the above-described embodiment, the image forming apparatus is illustrated as an apparatus including the maintenance parts, but the maintenance method of the present invention can be similarly applied to any apparatus including the maintenance parts.

  INDUSTRIAL APPLICABILITY The present invention is applicable to a maintenance system and a maintenance method for controlling maintenance work by an operator such as a serviceman.

DESCRIPTION OF SYMBOLS 10 Maintenance system 20 Center server 21 Control part 21a Information management part 21b Maintenance work management part 22 CPU
23 ROM
24 RAM
25 storage unit 26 network I / F unit 27 display unit 28 operation unit 30 SE terminal 31 control unit 31a information providing unit 31b notification control unit 32 CPU
33 ROM
34 RAM
35 storage unit 36 network I / F unit 37 display unit 38 operation unit 40 device 41 control unit 41a information providing unit 42 CPU
43 ROM
44 RAM
45 storage unit 46 network I / F unit 47 display operation unit 48 image processing unit 49 image reading unit 50 print processing unit 60 visit route notification screen 61 maintenance work addition button 62 SE selection screen

Claims (20)

A maintenance system in which one or a plurality of devices including parts to be maintained, a plurality of terminals held by a plurality of workers performing maintenance work on the parts, and a server are connected via a communication network,
The server is
From the device, and obtain device information including the maintenance request information of the parts, and from the terminal, an information management unit that obtains worker information including the skill level information of the worker holding the terminal,
Based on the device information acquired from the one or more devices and the worker information acquired from the plurality of terminals, a worker who performs maintenance work is determined, and a device to be visited by each worker is determined. And a maintenance work management unit that creates visit route information including maintenance contents and notifies the terminal held by each worker.
A maintenance system characterized by the following. The maintenance work management unit determines a worker who has the shortest estimated work completion time of the maintenance work set according to the skill level information as a worker who performs the maintenance work,
The maintenance system according to claim 1, wherein: The information management unit acquires, from the device, the device information including the maintenance request information of the component and the position information of the device, and, from the terminal, the skill level information, the position information of the worker, and the Acquiring the worker information including worker's work status information,
The maintenance work management unit is configured such that the estimated work completion time calculated based on the estimated work completion time of the maintenance work, the estimated work completion time of the current work, and the travel time from the current position to the device performing the maintenance work is the most Determine an early worker as a worker who performs the maintenance work,
The maintenance system according to claim 2, wherein: The information management unit acquires daily schedule information of each worker,
The maintenance work management unit refers to the schedule information, and determines a worker capable of performing maintenance and having the earliest expected work completion time as a worker who performs the maintenance work.
The maintenance system according to claim 3, wherein: When there are a plurality of workers having the same expected work completion time or the same expected work completion time, the maintenance work management unit determines the worker having the highest skill among the plurality of workers as the maintenance work. To be determined as a worker,
The maintenance system according to any one of claims 2 to 4, wherein: The maintenance work management unit updates the expected work completion time based on the actual work time,
The maintenance system according to any one of claims 2 to 5, wherein: The terminal is
A notification control unit that causes a display unit to display a screen that notifies the visit route information received from the server,
The notification control unit displays a button for instructing addition of maintenance work on the screen, and when the button is selected, outputs maintenance request information including the device to be maintained and the maintenance content to the server.
The maintenance system according to any one of claims 1 to 6, wherein: The maintenance work management unit, when acquiring the maintenance request information from the terminal, based on the maintenance request information and the worker information, determines a worker to perform additional maintenance work, the determined worker Notifying the terminal that has output the maintenance request information, and the estimated completion time of the additional maintenance work by the worker,
The maintenance system according to claim 7, wherein: The notification control unit of the terminal that has output the maintenance request information, the additional maintenance work is performed by a worker holding the terminal, or a screen that allows the worker determined by the server to select whether to perform the screen Display on the display unit, notify the selection result to the server,
The maintenance work management unit updates the visit route information according to the selection result,
The maintenance system according to claim 8, wherein: The information management unit registers or updates the skill level information for each maintenance content of the device or model to be maintained, or for each unit or field of each maintenance content,
The maintenance system according to any one of claims 1 to 9, wherein: A maintenance method in a system in which one or a plurality of apparatuses including parts to be maintained, a plurality of terminals held by a plurality of workers performing maintenance work on the parts, and a server are connected via a communication network,
The server is
A first process for obtaining device information including the maintenance request information of the component from the device, and obtaining, from the terminal, worker information including the skill level information of the worker holding the terminal,
Based on the device information acquired from the one or more devices and the worker information acquired from the plurality of terminals, a worker who performs maintenance work is determined, and a device to be visited by each worker is determined. And executing a second process of notifying the terminal held by each of the workers to create visit route information including and maintenance content,
A maintenance method characterized in that: In the second process, a worker who has the shortest estimated work completion time of the maintenance work set according to the skill level information is determined as a worker who performs the maintenance work.
The maintenance method according to claim 11, wherein: In the first process, the device information including the maintenance request information of the component and the position information of the device is obtained from the device, and the skill level information, the position information of the worker, and the Acquiring the worker information including worker's work status information,
In the second process, the estimated work completion time calculated based on the estimated work completion time of the maintenance work, the estimated work completion time of the current work, and the travel time from the current position to the device performing the maintenance work is the earliest. Determine a worker as a worker who performs the maintenance work,
The maintenance method according to claim 12, wherein: In the first process, daily schedule information of each worker is obtained,
In the second process, with reference to the schedule information, a worker who can perform maintenance and has the earliest expected work completion time is determined as a worker who performs the maintenance work.
The maintenance method according to claim 13, wherein: In the second process, when there are a plurality of workers having the same estimated work completion time or the same estimated work completion time, the worker having the highest skill among the plurality of workers is referred to as the maintenance work. Decide as a worker to perform,
The maintenance method according to any one of claims 12 to 14, wherein: In the second process, the estimated work completion time is updated based on an actual work time;
The maintenance method according to any one of claims 12 to 15, wherein: The terminal is
Performing a third process of displaying a screen for notifying the visit route information received from the server on a display unit;
In the third process, a button for instructing addition of maintenance work is displayed on the screen, and when the button is selected, maintenance request information including a device to be maintained and maintenance contents is output to the server.
The maintenance method according to any one of claims 11 to 16, wherein: The server is
When the maintenance request information is obtained from the terminal, a worker who performs additional maintenance work is determined based on the maintenance request information and the worker information, and the determined worker and the additional work performed by the worker are determined. Executing a fourth process of notifying the terminal that has output the maintenance request information of the estimated work completion time of the maintenance work and
The maintenance method according to claim 17, wherein: The terminal that has output the maintenance request information,
A fifth screen is displayed on the display unit for selecting whether the additional maintenance work is performed by a worker holding the terminal or a worker determined by the server, and a fifth notification is provided to the server. Perform the processing,
The server is
Performing a sixth process of updating the visit route information according to the selection result;
19. The maintenance method according to claim 18, wherein: In the first processing, the skill level information is registered or updated for each maintenance content of the device or model to be maintained, or for each unit or field of each maintenance content,
The maintenance method according to any one of claims 11 to 19, wherein:

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