JP2020181271A - Business history managing control device, and business history managing control program - Google Patents

Abstract

To collectively manage information related to customers and to quickly grasp a past business history related to a customer who has made a repair request.SOLUTION: A reception system coordinates among a communication terminal device 26 carried by a customer, a customer support terminal device 16 arranged in an affiliated shop 14 and receiving a repair request from a customer, and a customer management server 12 which manages customer specific information. Upon receiving a repair request from the communication terminal device 26, the customer support terminal device 16 accesses the customer management server 12 so as to identify the customer, and obtains the business history information of the customer. Since tools and repair parts necessary for the repair can be predicted on the basis of the business history information, quick and accurate work can be conducted at a work site.SELECTED DRAWING: Figure 1

Description

The present invention particularly relates to a business history management control device and a business history management control program for promptly and accurately executing a business request received from a customer.

Repair work for related equipment (hereinafter referred to simply as equipment) used mainly for equipment that consumes gas is generated by a request (repair request) from a customer.

For example, the customer service center accepts repairs, adjusts the desired repair date, and registers the repair work, so that the gas management business (manufacturing and importing business, selling business, and others) Workers will be dispatched from (including related businesses that are cooperating companies) to repair the equipment.

Patent Document 1 describes that as a gas repair support reception system, information can be shared between a receptionist who responds to inquiries from a customer and a person in charge of work who works at the customer's home.

Specifically, the data acquisition means for acquiring and transmitting data from the customer data storage unit and the equipment data storage unit in response to the search request, and the customer information corresponding to the customer code included in the reception data creation instruction are the customer data. Reception data creation means that acquires from the storage unit and acquires the work person corresponding to the acquired postal code of the customer information from the work person data storage unit, creates reception data, and sends it to the terminal device, and reception In response to receiving the reception data for which the code is not set, the mobile terminal address is acquired from the work person data storage unit based on the work person included in the received reception data, and the acquired mobile terminal is obtained. It is described that the reception data registration means for delivering the reception data to the address is provided.

Japanese Unexamined Patent Publication No. 2017-33604

However, in Patent Document 1, the repair reception is merely linked to the arrangement of the worker corresponding to the repair reception. In other words, only the patch processing business form of one business is disclosed, and not all the business including the past business history of the customer who received the repair request is collectively managed.

The present invention obtains a business history management control device and a business history management control program that can collectively manage information about a customer, and in particular, can quickly grasp the past business history of a customer who has received a repair request. It is in.

The business history management control device according to the present invention is a business history management control device including a database in which customer-specific information is stored for each customer, and the database contains the unique information between the customer and the customer. The business execution history information for each device performed in the above is stored, and at least when a business request is received from the customer, the customer is specified and the database is accessed, so that the specified customer's business is performed. It has an acquisition unit for acquiring execution history information and a notification unit for notifying the person in charge of business execution who dispatches the business execution history information acquired by the acquisition unit to the business execution site.

According to the present invention, the database stores business execution history information for each device performed with the customer as unique information. For example, when a business request is received from the customer, the customer is specified. , Acquire business execution history information of the specified customer by accessing the database.

The acquired business execution history information is notified to the person in charge of business execution. As a result, it is possible to promptly dispatch a person in charge of business execution who is aware of the business execution history information to the work requested by the customer, and the person in charge of business execution accurately executes the work on site. can do.

It should be noted that the history information can be confirmed at any time, not only when a business request is received from the customer.

The present invention is characterized in that the business request is a repair request business suddenly transmitted from the customer.

In the case of repair request work that is suddenly sent from a customer, the acquisition of past work execution history information of the customer can not only promptly dispatch workers but also predict necessary tools and replacement parts in advance. , Can perform on-site worker repair work accurately.

The business history management control program according to the present invention is characterized in that the computer is operated as an acquisition unit and a notification unit of the business history management control device described above.

As described above, in the present invention, information about the customer can be collectively managed, and in particular, the past business history of the customer who has received the repair request can be quickly grasped.

It is the schematic of the reception system which concerns on this embodiment. It is a conceptual diagram of the customer identification information-repair history information correlation table stored in the customer-specific information database. It is a control flowchart for collecting information when the repair work is received by the reception system which concerns on this embodiment. In the business history management control device of the present invention, not only the business history information of the customer is utilized, but also the system diagram necessary and sufficient for executing a series of operations from the business reception such as repair to the charge billing after the business is completed. It is an embodiment. Among the work flows in the system of this embodiment, it is a flowchart (1/3) for accepting equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (2/3) for accepting equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (3/3) for accepting equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (1/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (2/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (3/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (4/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (5/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (6/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (7/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (8/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (9/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (10/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (11/11) for on-site work of equipment repair. It is a flowchart (1/2) for approval / cancellation of parts order for equipment repair in the work flow in the system of this embodiment. It is a flowchart (2/2) for approval / cancellation of parts order for equipment repair in the work flow in the system of this embodiment.

FIG. 1 is a schematic view of a reception system 10 according to the present embodiment.

The reception system 10 includes, for example, a customer management server 12 provided on the gas manager side and a customer support terminal device 16 installed in the affiliated store 14.

The customer management server 12 manages the customer-specific information database 18. The customer-specific information database 18 stores information that identifies a customer (customer identification information) in association with various information about the customer. In the present embodiment, the correlation table 18A (see FIG. 2) in which the relationship between the customer identification information and the repair history information of the customer is linked is read from the customer-specific information database 18 and is mainly used. There is.

The customer management server 12 and the customer-supporting terminal device 16 are connected to each other via a network 20 such as the Internet, and information can be communicated with each other.

Further, the affiliated store 14 is provided with a communication terminal device 22 which has the same function as the customer-supporting terminal device 16 and can be carried to a business execution site by a person in charge of business execution.

The communication terminal device 22 communicates with the customer-supporting terminal device 16 of the affiliated store 14 via the wireless communication base 20A whose communication area is the business execution site, and also directly on the gas manager side (for example, the customer management server 12). It is also accessible to.

Here, for example, when the customer 24 makes a repair request for gas appliances or the like to the affiliated store 14 from the customer terminal 26, the affiliated store 14 accepts the repair request.

Although the customer terminal 26 is shown in FIG. 1 with the image of a smart phone, it may be another communication device such as a mobile phone or a fixed telephone.

Further, the customer 24 may directly contact the customer center on the gas manager side (not shown in FIG. 1) without requesting the repair to the affiliated store 14, or the PC (personal computer, personal computer) owned by the customer 24. Repairs may be requested via internet communication using (not shown).

When the customer 24 requests repair to the affiliated store 14, the affiliated store 14 accesses the customer management server 12 from the customer-supporting terminal device 16 via the network 20.

In the customer management server 12, the past repair history information (customer identification information-repair history information correlation) of the customer 24 from the customer-specific information database 18 is based on the customer identification information that identifies the customer 24 received from the customer-supporting terminal device 16. Table 18A) is read and returned to the customer-supporting terminal device 16. It should be noted that the communication terminal device 22 may access the customer management server 12.

In dealing with the customer 24, the affiliated store 14 determines the date and time of the business execution of the repair received and registers it as a business execution instruction.

The business execution instruction is assigned to the person in charge of business execution managed at the affiliated store 14, and the schedule is managed.

At this time, in the business execution instruction, the repair history of the customer who requested the repair is searched from the customer identification information-repair history information correlation table 18A based on the customer-specific identification information. As a result, the person in charge of business execution can predict the tools and replacement parts required for repair based on the repair history information by the determined date and time of business execution, and can quickly and accurately perform the work at the business execution site. It becomes possible to perform various work. The repair history information may be added to the business execution instruction, or may only be made available to the person in charge of business execution.

Hereinafter, the work of the present embodiment will be described with reference to the flowchart of FIG.

In step 50, it is determined whether or not the customer has requested repair. If a negative determination is made in step 50, the routine ends. If an affirmative decision is made in step 50, the process proceeds to step 51. In step 51, it is determined whether or not the customer identification information can be acquired.

If the negative determination and the customer identification information cannot be obtained in step 51, it is determined that the customer is a new customer, the process proceeds to step 62, a new customer registration process is performed, and this routine ends.

On the other hand, if an affirmative determination is made in step 51, the process proceeds to step 52, the customer information and the repair information are acquired, the repair work execution date and time is determined, and the process proceeds to step 54.

In step 54, a business execution instruction is created, and then the process proceeds to step 56, which is assigned to the person in charge of business execution, and the process proceeds to step 58.

In step 58, the customer identification information is acquired based on the information obtained from the customer, and the process proceeds to step 64. In step 64, the customer-specific information database 18 of the customer management server 12 is accessed, and then in step 66, the customer identification information-repair history information correlation table 18A (see FIG. 2) is read from the customer-specific information database 18 and the process proceeds to step 68. Transition.

In step 68, the repair history information of the customer who received the repair request is acquired, and then the process proceeds to step 70, and the repair history information is added to the business execution instruction or can be viewed by the person in charge of business execution. As a result, this routine ends.

As described above, in the present embodiment, the customer terminal 26 (terminal device for requesting repair) owned by the customer, the customer-compatible terminal device installed in the affiliated store and receiving the repair request from the customer, and the customer terminal device. It is a system linked with a customer management control device equipped with a server that manages customer-specific information, and the customer-compatible terminal device accesses the server of the customer management control device when a repair request is received from the communication terminal device. By doing so, the customer is identified and the business history information of the customer is acquired.

Based on the work history information, it is possible to predict tools, replacement parts, etc. required for repair, and it is possible to perform quick and accurate work at the work execution site.

When identifying a customer, it is mainly based on the address and contact information, but the customer is not limited to this address and contact information, and a mechanism for managing the customer on a gas meter basis may be adopted.

Further, in the present embodiment, the reception of repair work has been described as an example, but the work history information may be viewed or acquired at any time.

Further, the business history management control device according to the present invention is not limited to the business history in the repair business described in the present embodiment. That is, the business history management control device according to the present invention is diverted to other business history such as business history related to regular security patrol, business history related to opening / closing plug, sales history related to sales of equipment, etc., in addition to business history related to repair. It is possible.

Hereinafter, as an example, the flow of the repair business utilizing the information gathering when the repair work is received by the reception system of the present embodiment will be described. The information collection of the present embodiment is executed in the work of "confirmation of customer information" in step 114A of FIG. In addition, "customer" is synonymous with "customer". As an example of proper use, for example, when objectively expressing as a control target, it is described as "customer" (eg, "customer management server 12", etc.), and when it is directly specified (pointed), or as a proper noun. If it has been established, it shall be described as "customer" (eg, "processing subject items after FIG. 5," "confirmation of customer information," "customer center management server 90," etc.).

FIG. 4 shows necessary and sufficient not only for utilizing the business history information of the customer in the business history management control device of the present invention, but also for executing a series of operations from receiving the business such as repair to billing after the business is completed. This is an example of constructing a system.

The parts that overlap with the configuration described in the present embodiment (see FIG. 1) are designated by the same reference numerals.

As shown in FIG. 4, on the gas manager 80 side, for example, an intranet 82 such as a LAN (local area network) or a WAN (wide area network) is constructed.

The intranet 82 includes a customer management server 12, a business support management server 84, an inventory management server 86, a route optimization management server 88, a customer center management server 90, and a router 91 for connecting to a network 20 such as the Internet. There is.

Although not shown in FIG. 4, the customer management server 12, the business support management server 84, the inventory management server 86, the route optimization management server 88, and the customer center management server 90 have their respective functions realized. The information necessary for the server is stored in the database, and the information can be exchanged with each other via the intranet 82.

A customer-facing terminal device 16 installed in a partner store is connected to the Internet 20, and a communication terminal device 22 owned by a person in charge of business execution can access the Internet 20 via a wireless communication base 20A. ing.

Further, a customer-owned PC 92 is connected to the Internet 20, and a repair request or the like can be applied for via the Internet 20.

In addition, the customer uses the telephone line 94 to install the customer-compatible terminal device 16 by the customer terminal 26 (for example, telephone) (affiliated store) and the customer center management server 90 (managed customer). You can apply for a repair request to the center) and the department where the business support management server 84 is installed.

The operation of this embodiment will be described below.

First, a customer-responsive terminal device 16 installed in an affiliated store, a communication terminal device 22 possessed by a person in charge of business execution, which is executed when a customer requests a business (here, repair work is taken as an example). And the processing procedure regarding the business reception with any server connected to the intranet 82 is shown. In the work flow, processing by a control program and processing by a person in charge or the like are mixed, and the three parties will be described as a work flow associated with a time series under the following conditions.

(Condition 1) The code "A" is added to the end of the step number for the processing in the customer-responsive terminal device 16 (deferred to the affiliated store 14).

(Condition 2) A code "B" is added to the end of the step number for processing by the communication terminal device 22 (mobile phone in charge of business execution).

(Condition 3) A code "C" is added to the end of the step number for the process of accessing the database of any server connected to the intranet 82.

(Condition 4) When there is a business request from a customer by calling using a telephone (mobile phone, smartphone, landline phone, etc.), or by communication using a communication device (PC, smartphone, tablet type communication terminal device, etc.) There may be a case where there is a business request, but here, as a general term, as a process on the "PC92", a code "D" is added to the end of the step number for the process on the PC92. As an exception, the processing in which the code "D" is added to the end of the step number includes the implementation of a simple treatment by the customer (see step 206D described later).

"Reception of equipment repair"

5 to 7 show the space between the PC 92, the customer-supporting terminal device 16, the communication terminal device 22 possessed by the person in charge of business execution, and the customer management server 12 at the time of “business reception” according to the present embodiment. It is a work flow executed in.

(Fig. 5 work flow)

When there is a business request from a customer (for example, an offer from a customer, a telephone call, etc.) (step 100D), a database of any server connected to the intranet 82 (for example, customer-specific of the customer management server 12 shown in FIG. 4). Access the information database) (step 102C) to identify the customer (step 104A).

At the time of this identification, it is determined whether or not there is a corresponding customer (whether or not it has already been registered) (step 106A), and in the case of a negative determination, the database of any server connected to the intranet 82 is accessed. (Step 108C) and execute customer registration (step 110A).

On the other hand, if the affirmative determination is made in step 106A, the database of any server connected to the intranet 82 is accessed (step 112C), the customer information is confirmed (step 114A), and the process proceeds to step 116A. The process proceeds to step 116A even when the customer registration is completed in step 110A, and the content of the offer business is confirmed.

Next, it is determined whether or not the business content is a specific business (here, repair and call inspection) (step 118A), and if the business content is negative, the process proceeds to reception of another business (step 120A).

On the other hand, in the case of an affirmative determination in step 118A, the database of any server connected to the intranet 82 is accessed (step 122C), and the past business, contact history, and scheduled matter are confirmed (step 124A).

After confirmation in step 124A, a new reception (here, repair request) is executed (step 130A), the database of any server connected to the intranet 82 is accessed (step 132C), and the customer (offer). ) Is confirmed and reported (step 134A), and the process proceeds according to the processing continuation point A1 (shift to step 166A in FIG. 6).

(Work flow of FIG. 6 “Work flow after processing continuation point A1”)

The work flow of FIG. 6 is a continuation of step 134A of FIG.

First, the target device is confirmed (step 166A), the database of any server connected to the intranet 82 is accessed (step 168C), and the device is selected from the customer-owned device list (step 170A). If it can be selected in step 170A (affirmative determination in step 172A), the content of the failure is confirmed (step 174A).

If it cannot be selected (negative determination in step 172A), access the database of any server connected to the intranet 82 (for example, the device master database managed by the business support management server 84 shown in FIG. 4) (step). 176C), select from the device master list (step 178A). If it can be selected in step 178A (affirmative determination in step 180A), the failure content is confirmed (step 174A).

If it cannot be selected (negative determination in step 180A), access the database of any server connected to the intranet 82 (step 181C), select only the device type (step 182A), and check the failure details (step 182A). 174A). If it can be selected in step 178A (affirmative determination in step 180A), the failure content is confirmed (step 174A).

When the failure content is confirmed in step 174A, the database of any server connected to the intranet 82 is accessed (step 188C), and the failure content is reported (step 190A).

After reporting the details of the failure, if there is no simple remedy (negative judgment in step 192A), access the database of any server connected to the intranet 82 (step 194C) and check the work location (step 194C). 196A), determine the necessity of changing the store in charge (step 198A).

When it is not necessary to change the person in charge (negative determination in step 198A), the process proceeds according to the processing continuation point C1 (shift to step 214A in FIG. 7).

If it is necessary to change the person in charge (affirmative judgment in step 198A), access the database of any server connected to the intranet 82 (step 200C) and notify the change of the work work location (step 200C). 202A), the process proceeds according to the processing continuation point C1 (shift to step 240A in FIG. 7).

On the other hand, if there is a simple treatment method after reporting the failure content in step 190A (affirmative judgment in step 192A), the simple treatment method is explained to the customer and the customer is requested to implement it (step 204A). Performs a simple procedure (step 206D). The customer reports to the customer-responsive terminal device 16 whether or not the trouble has been solved by implementing the simple procedure.

When the trouble is resolved (affirmative judgment in step 208D), access the database of any server connected to the intranet 82 (step 210C), report the completion of telephone correspondence (step 212A), and process continuation point D1. (Move to step 268A in FIG. 7).

If the trouble is not resolved by the customer's implementation of simple measures (negative judgment in step 208D), access the database of any server connected to the intranet 82 (step 194C) and check the work location. Then (step 196A), it is determined whether or not the person in charge needs to be changed (step 198A).

If it is not necessary to change the person in charge, the process proceeds according to the processing continuation point C1 (shift to step 240A in FIG. 7).

If it is necessary to change the person in charge (affirmative judgment in step 198A), access the database of any server connected to the intranet 82 (step 200C) and notify the change of the work work location (step 200C). 202A), the process proceeds according to the processing continuation point C1 (shift to step 240A in FIG. 7).

In FIG. 7, the process is shifted from step 198A of FIG. 6 via the process continuation point C1. First, in step 240A, the database of any server connected to the intranet 82 is accessed (step 242C). Confirm the customer information such as contract information and confirm the approval of the on-site repair with the customer (step 244A). If the customer does not approve (negative determination in step 246D), the acceptance of the work is completed (step 248A). If the customer approves (step 246D affirmative determination), it is determined whether or not there is a possibility of paid repair (step 250A).

If there is a possibility of paid repair (affirmation of step 250A), check the billing information (step 252A), and then access the database of any server connected to the intranet 82 (step 254C). , Report the billing information (step 256A) and confirm the desired work date and time (step 258A). If there is no possibility of paid repair (negative determination in step 250A), the process proceeds to step 258A and the desired work date and time is confirmed.

Next, when responding to the confirmation of the desired work date and time in step 258A, it is determined whether or not coordination with the person in charge of business execution is necessary (step 260A).

If adjustment is required (affirmation of step 260A), explain to the customer that the field worker will contact the date and time later (step 262A) and access the database of any server connected to the intranet 82 (step 262A). Step 264C), the scheduled work date and time is reported (step 266A), and the process proceeds to step 268A.

On the other hand, when adjustment is unnecessary (date and time determination) (negative determination in step 260A), the scheduled work date and time is answered (step 270A), and then the database of any server connected to the intranet 82 is accessed (step 260A). Step 272C), report the work fixed date and time (step 274A), and proceed to step 268A. In addition, in this step 268A, there is also a transition from step 212A of FIG. 6 via the processing continuation point D1.

In step 268A, it is determined whether or not other work is accepted. If there is no acceptance of other work (negative judgment in step 268A), acceptance is completed (step 276A), and if there is acceptance of other work (affirmative judgment in step 268A), the process proceeds according to the processing continuation point E1 (FIG. 5 Step 116A).

"On-site work for equipment repair"

8 to 18 show the PC 92, the customer-supporting terminal device 16, the communication terminal device 22 possessed by the person in charge of business execution, and the customer management server 12 at the time of “business execution site support” according to the present embodiment. It is a work flow executed between. It should be noted that, basically, the business execution site correspondence mainly consists of the communication between the communication terminal device 22 possessed by the business execution person and the customer management server 12.

(Work flow of FIG. 8)

The person in charge of business execution possesses the communication terminal device 22 (step 400A), and first determines whether or not the visited customer is at home (step 402A).

If you are absent (negative decision in step 402A), contact the office to issue an absentee card P1 (step 404A and step 406A), and access the database of any server connected to the intranet 82 (step). 408C), the absence status report is executed (step 410A), and the process shifts according to the processing continuation point Q2 (shifts to step 778A in FIG. 17, which will be described later).

On the other hand, when the user is at home (affirmative determination in step 402A) or when the process is transferred from step 682A in FIG. 15 described later via the process continuation point S2, the database of any server connected to the intranet 82. (Step 412C) to execute the work start report (step 414A).

Next, the database of any server connected to the intranet 82 is accessed (step 416C), the repair target device information is confirmed (step 418A), and the customer is interviewed (step 420A).

After the interview, access the database of any server connected to the intranet 82 (step 422C), confirm the target device (step 423A), and as a result of the confirmation, the device is not specified (unspecified) or specified. It is determined whether or not there is a difference (step 424A).

If the device is not specified (unspecified) or is not specified (affirmative in step 424A), access the database of any server connected to the intranet 82 (step 426C) and reidentify the device. (Step 428A), it is determined whether or not the device needs to be registered (step 430A).

When the device registration is required (affirmative judgment in step 430A), the name is changed to the owned device management subclass (step 432A), and when the device registration is not required (negative judgment in step 430A), nothing is done. Access the database of any server connected to the intranet 82 (step 434C) to confirm and report the serial number and date of manufacture (step 436A).

Further, even when the device is specified (negative determination in step 424A), the process proceeds to step 436A, the database of any server connected to the intranet 82 is accessed (step 434C), and the serial number / manufacturing is performed. Confirm and report the date.

Next, the person in charge of business execution accesses the database of any server connected to the intranet 82 (step 438C) and executes the failure diagnosis (step 440A). After the failure diagnosis, it is determined whether or not the technical information needs to be confirmed (step 442A).

If technical information is required, access the database of any server connected to Intranet 82 (step 444C), check repair statistics (step 446A), check device information service (step 448A), and While confirming the "tech guy information (technical guide information)" (step 450A), supply the specific maintenance tool managed by the database of any server connected to the intranet 82 (for example, the business support management server 84 shown in FIG. 4). Access the database) (step 452C), acquire the specific maintenance tool (step 454A), and migrate according to the processing continuation point B2 (migrate to step 458A in FIG. 9 described later).

When the technical information is unnecessary (negative determination in step 442A), the process shifts according to the processing continuation point B2 (shifts to step 458A in FIG. 9 to be described later).

(Work flow of FIG. 9)

In FIG. 9, the process is shifted from step 442A or step 456A of FIG. 8 via the process continuation point B2, and first, it is determined whether or not the repair is paid (step 458A). In the case of free repair (negative determination in step 458A), it is a separate process and shifts according to the process continuation point R2 (shifts to step 554A in FIG. 11 to be described later).

In the case of paid processing (affirmation judgment in step 458A), access the database of any server connected to the intranet 82 (step 460C) to obtain the billing address (confirmation of the different name information) (step 462A). , Confirm the billing address (different name) to the customer (step 464A), and if there is a change in the billing address information (affirmative judgment in step 466A), access the database of any server connected to the intranet 82. (Step 468C), the billing address information is registered (step 470A), and the process proceeds to step 472A.

If there is no change in the billing address information (negative determination in step 464A), the process proceeds to step 472A.

In step 472A, the necessity of estimation is confirmed, and the determination of necessity is entrusted (step 474D).

When the estimation is unnecessary (negative determination in step 474D), the process is performed separately, and the process proceeds according to the process continuation point R2 (shift to step 554A in FIG. 11 to be described later).

On the other hand, when an estimate is required (affirmative determination in step 474D), it is determined whether or not confirmation of technical information is necessary (step 476A). In step 476A, the process is shifted from step 528A of FIG. 10, which will be described later, via the process continuation point F2.

If it is determined in step 476A that the technical information needs to be confirmed, access the database of any server connected to the intranet 82 (step 478C) and execute the provisional designation of the special instruction (step 480A). , Step 482A. If it is determined in step 476A that the confirmation of the technical information is not necessary, the process proceeds to step 482A.

In step 482A, the database of any server connected to the intranet 82 is accessed (step 484C), the diagnosis is tentatively reported, and then the database of any server connected to the intranet 82 is accessed. (Step 486C), the guarantee automatic determination is performed (step 488A), and the process shifts according to the processing continuation point D2 (shifts to step 508A in FIG. 10).

(Work flow of FIG. 10)

In FIG. 10, the process is transferred from step 490A or 504A of FIG. 9 via the process continuation point D2, and first, the database of any server connected to the intranet 82 is accessed (step 506C), and the type rank The automatic determination is executed (step 508A), and then the necessity of the rank input correction is determined (step 510A).

If it is determined to be necessary in step 510A, access the database of one of the servers connected to the intranet 82 (step 512C), manually enter the repair rank, correct it (step 514A), and move to step 516A. To do

If it is determined in step 510A that it is unnecessary, the process proceeds to step 516A.

In step 516A, it is determined whether or not the parts need to be used. If it is determined to be necessary in step 516A, the database of any server connected to the intranet 82 is accessed (step 518C), and the parts used are reported (step 520A).

Then, if it is determined in step 522A that there is a change in the parts price, the database of any server connected to the intranet 82 is accessed (step 524C) to notify the change in the parts price (step 526A). , Step 528A.

If it is determined in step 522A that there is no change in the part price, the process proceeds to step 528A.

In step 528A, the presence / absence of other work is determined, and if there is other work, the process proceeds according to the processing continuation point F2 (shift to step 476A in FIG. 9 described above). If there is no other work, the process proceeds to step 530A.

In step 530A, it is determined whether or not there is a premium report, and if there is a premium report (affirmative judgment in step 530A), the database of any server connected to the intranet 82 is accessed (step 532C), and the premium report is submitted. Execute (step 534A), access the database of any server connected to the intranet 82 (step 536C), automatically calculate and notify the repair cost (step 538A), and move according to the processing continuation point E2 (step 538A). Transition to step 542A of FIG. 11 described later).

If there is no premium report (negative judgment in step 530A), access the database of any server connected to the intranet 82 (step 536C), automatically calculate and notify the repair cost, and continue processing. Transition according to E2 (shift to step 542A in FIG. 11 described later).

(Work flow of FIG. 11)

In FIG. 11, the process is shifted from step 538A in FIG. 10 via the process continuation point E2, and first, the database of any server connected to the intranet 82 is accessed (step 540C), and the repair cost estimate is obtained. Is issued (step 542A), and then the repair cost is explained to the customer (step 544A).

For example, the customer confirms the repair cost while looking at the quotation P2 (step 546D), and determines whether or not to approve the work start (step 548D).

If the work start is not approved in step 548D (negative determination in step 548D), the database of any server connected to the intranet 82 is accessed (step 550C), and a repair work refusal report is carried out (step 552A). ), Transition according to the processing continuation point Q2 (shift to step 778A in FIG. 17 described later).

Further, in step 548D, when the work start is approved (affirmative determination in step 548D), it is determined whether or not the parts are used (step 554A). In addition, step 554A may shift from step 458A or step 474D of FIG. 9 described above via the processing continuation point R2.

The work procedure after step 554A is classified into the following steps 1 to 4.

(Procedure 1) In step 554A, when it is determined that the parts are used, the parts are not possessed, and the parts cannot be procured on the day (affirmative judgment of step 554A → negative judgment of step 556A → negative judgment of step 558A), the intranet 82 is displayed. Access the database of any of the connected servers (step 560C), order the parts (step 562A), access the database of any of the servers connected to the intranet 82 (step 564C), and deliver the parts. After confirming the date (step 566A), the customer is informed that the repair will be performed after the parts are delivered (step 568A), and the process proceeds according to the processing continuation point A2 (shift to step 786A in FIG. 18 described later).

(Procedure 2)

In step 554A, if it is determined that the parts are used, the parts are not owned, and the parts can be procured on the same day (affirmative judgment of step 554A → negative judgment of step 556A → positive judgment of step 558A), the parts are sent to the customer. Explain that the arrangement will be made by the end of the day (step 570A), execute the repair work (step 572A), and if the work is judged to be half-finished in step 574A, the process shifts according to the processing continuation point A2 (described later). (Transition to step 786A in FIG. 18), when it is determined that the work is completed in step 574A, the process proceeds according to the processing continuation point H2 (shift to step 578A in FIG. 12 to be described later).

(Procedure 3)

In step 554A, when it is determined that parts are used and parts are possessed (affirmative determination in step 554A → affirmative determination in step 556A), the repair work is executed (step 572A), and the work is half in step 574A. If it is determined to be successful, the process proceeds according to the processing continuation point A2 (shift to step 786A in FIG. 18 described later), and if it is determined that the work is completed in step 574A, the process proceeds according to the processing continuation point H2 (described later). Transition to step 578A in FIG. 12).

(Procedure 4)

If it is determined in step 554A that no parts are used (negative determination in step 554A), the repair work is executed (step 572A), and if the work is determined to be half-finished in step 574A, the processing continuation point A2 is followed. The transition is performed (shift to step 786A in FIG. 18 described later), and when it is determined in step 574A that the work is completed, the transition is performed according to the processing continuation point H2 (shift to step 578A in FIG. 12 described later).

(Work flow of FIG. 12)

In FIG. 12, the process is shifted from step 574A in FIG. 11 via the process continuation point H2, and first, the database of any server connected to the intranet 82 is accessed (step 576C) to check the work completion status. Report (step 578A), then access the database of any server connected to the intranet 82 (step 580C), report the results of the CO instrument (step 582A), then connect to the intranet 82. Access the database of any of the servers (step 584C), report the leak inspection implementation (step 586A), and move to step 588A. Step 588A may shift from step 662A of FIG. 14, which will be described later, via the processing continuation point L2.

Step 588A determines whether it is the same as the provisional registration. In the same case (affirmative judgment in step 588A), it is determined whether or not a replacement part has been ordered (step 590A), and if there is an order (affirmative judgment in step 590A), the database of any server connected to the intranet 82 is displayed. Access (step 592C), order replacement parts (step 594A), and transition according to processing continuation point M2 (step 676A in FIG. 15 described later). If there is no order (negative determination in step 590A), the process proceeds according to the processing continuation point M2 (step 676A in FIG. 15 described later).

On the other hand, if a negative determination (determined to be different from the provisional registration) is made in step 588A, it is determined whether or not the work is a special instruction work (step 596A).

If it is determined (affirmative) that the special instruction work is performed in step 596A, the database of any server connected to the intranet 82 is accessed (step 598C), and the special instruction selection is reported (step 600A). , Step 602A. If it is determined in step 596A that the work is not a special instruction work (negative determination), the process proceeds to step 602A.

In step 602A, access the database of any server connected to the intranet 82 (step 604C), report the work, and then access the database of any server connected to the intranet 82 (step 604C). Step 606C), the guarantee automatic determination is executed (step 608A), and the process proceeds according to the processing continuation point J2 (step 610A in FIG. 13 described later).

(Work flow of FIG. 13)

In FIG. 13, the process is shifted from step 608A in FIG. 12 via the process continuation point J2, and first, it is determined whether or not the determination is impossible or change is necessary based on the result of the automatic guarantee determination (step 608A in FIG. 12). (Step 610A).

If it is determined in step 610A that the determination is possible and no change is necessary (negative determination in step 610A), the process proceeds to step 612A.

If it is determined in step 610A that the determination cannot be made or the change is necessary (affirmative determination in step 610A), the following processes are executed in step 614A, step 616A, step 618A, step 620A, and step 622A, and step 612A. Move to. That is, step 14A, step 616A, step 618A, step 620A, and step 622A are processes performed because the existing information may not be correct when the repair rank cannot be determined.

・ Step 614A → Check repair / inspection history (Check the repair / inspection history to see if the repair / inspection has been completed.)
-Step 616A-> Check system / owned device information (Check if the owned device information is correct)
-Step 618A-> Confirm other information-Step 620A-> Judgment of warranty claim destination (confirm that the warranty claim address is correct)
-Step 622A → Correction of guaranteed automatic judgment result (Correction is made when it is necessary to correct the automatic judgment result itself based on the judgment result in step 620A).

In the negative determination of step 610A or the transition from step 622A to step 612A, the database of any server connected to the intranet 82 is accessed (step 634C), the repair rank is automatically determined, and rank input / correction is required. Whether or not it is determined (step 636A).

If it is determined in step 636A that rank input / repair is necessary, the database of any server connected to the intranet 82 is accessed (step 638C), and the repair rank is manually corrected (step 640A). , The process shifts according to the processing continuation point K2 (step 642A in FIG. 14 described later).

Further, in step 630A, when it is determined (negative determination) that rank input / repair is unnecessary, the process proceeds according to the processing continuation point K2 (step 642A in FIG. 14 described later).

(Work flow of FIG. 14)

In FIG. 14, the process is shifted from step 636A or 640A in FIG. 13 via the process continuation point K2. First, whether or not a part is used (step 642A) and part information in performing business (repair). It is determined whether or not the reference is made (step 644A).

If no parts are used (negative determination in step 642A), the process proceeds to step 662A.

When the component is used (affirmative determination in step 642A) and the component information is not referred to (negative determination in step 644A), the process proceeds to step 646A.

When using parts (affirmative judgment in step 642A) and referring to parts information (affirmative judgment in step 644A), access the database of any server connected to the intranet 82 (step 648C) and display the parts development drawing. Along with the reference (step 650A), the common parts are referred to (step 652A), and the process proceeds to step 646A. In addition, step 650A and step 652A are generically referred to as reference step 654A.

In step 646A, the database of any server connected to the intranet 82 is accessed (step 649C), the parts used are reported, and the process proceeds to step 650A.

In step 650A, it is determined whether or not the replacement parts have been ordered, and in the case of a positive judgment in step 650A, the database of any server connected to the intranet 82 is accessed (step 652C), and the replacement parts order is notified. (Step 654A), and the process proceeds to step 656A. If a negative determination is made in step 650A, the process proceeds to step 656A.

In step 656A, it is determined whether or not the part price needs to be changed, and if a positive judgment (necessary) is made in step 656A, the database of any server connected to the intranet 82 is accessed (step 658C), and the part price is determined. Notify the change (step 660A) and proceed to step 662A. If a negative determination (unnecessary) is made in step 656A, the process proceeds to step 662A.

In step 662A, the presence or absence of other work is determined, and in the case of an affirmative determination (with other work), the process proceeds according to the processing continuation point L2 (shift to step 588A in FIG. 12 described above).

If a negative determination (no other work) is made in step 662A, it is determined whether or not the extra setting is necessary (step 664A).

If an affirmative judgment is made in step 664A (surcharge setting is required), the database of any server connected to the intranet 82 is accessed (step 666C), the premium setting is notified (step 668A), and the process proceeds to step 670A. ..

If a negative determination is made in step 664A (no extra setting is required), the process proceeds to step 670A.

In step 670A, the database of any server connected to the intranet 82 is accessed (step 672C), the repair cost is calculated, and the process proceeds according to the processing continuation point M2 (move to step 676A in FIG. 15 described later).

(Work flow of FIG. 15)

In FIG. 15, the process is transferred from step 590A and step 594A in FIG. 12 or step 670A in FIG. 14 via the process continuation point M2, and first, the database of any server connected to the intranet 82 is accessed. Then (step 674C), confirm the amount by billing destination (step 676A), then access the database of any server connected to the intranet 82 (step 678C) and issue a repair result notification (step 678C). Step 680A) and step 682A.

In step 682A, the same customer (customer) determines whether or not there is another subject. If an affirmative determination is made in step 682A, the process proceeds according to the processing continuation point S2 (shift to step 414A in FIG. 8 described above). If a negative determination is made in step 682A, the repair result will be explained to the customer (step 684A).

In the next step 686D, the customer confirms the work result while looking at the repair result notification P3. Next, when the consent acquisition is requested (step 688A), the customer decides whether or not to approve the signature (step 690D). If the result is affirmed in step 690D, the customer signs (step 692D), accesses the database of any server connected to the intranet 82 (step 694C), is notified of the sign, and proceeds to step 704A. To do.

If the signature is not approved in step 690D (negative determination in step 690D), it is determined whether or not the seal is approved (step 696D).

If the affirmative judgment is made in step 696D, the customer is asked to stamp the repair result notification (step 698D), and the process proceeds to step 700A. If a negative determination is made in step 696D, the process proceeds to step 700A.

In step 700A, the database of any server connected to the intranet 82 is accessed (step 702C), the reason for not acquiring the signature is reported, and the process proceeds according to the processing continuation point O2 (move to step 778A in FIG. 17 described later). ).

In step 704A, it is determined whether or not there is a claim to the customer (customer), and in some cases (affirmative determination in step 704A), it is determined whether or not the billing destination has a different name (step 706A).

If a negative judgment is made in step 704A (no billing to the customer (customer)) or a positive judgment is made in step 706A (the billing destination is in a different name), the process proceeds according to the processing continuation point O2 (step of FIG. 17 described later). Moved to 778A).

Further, in the case of affirmative judgment in step 704A (there is a request to the customer (customer)) and negative judgment in step 706A (the billing destination is not a different name), the process proceeds according to the processing continuation point N2 (the figure to be described later). Move to step 708A of 16).

(Work flow of FIG. 16)

In FIG. 16, the process is shifted from step 706A of FIG. 15 via the process continuation point N2, first, the billing amount is explained to the customer (step 708A), and then the presence or absence of the discount is determined (step 710A). ).

If a positive judgment (with discount) is made in step 710A, the database of any server connected to the intranet 82 is accessed (step 712C), the discount amount is reported (step 714A), and the process proceeds to step 716A. .. If a negative determination (no discount) is made in step 710A, the process proceeds to step 716A.

In step 716A, the database of any server connected to the intranet 82 is accessed (step 718C) to confirm the payment method, and then it is determined whether or not an invoice is required (step 720A).

If an affirmative decision is made in step 720A (invoice issuance required), access the database of any server connected to the intranet 82 (step 722C) and issue invoice P4 and specification P5 (step 724A). ), The process proceeds to step 726A. If a negative determination (no need to issue an invoice) is made in step 720A, the process proceeds to step 726A.

In step 726A, the database of any server connected to the intranet 82 is accessed (step 728C), the payment method is reported, and then the processing is sorted according to the payment method (step 730A).

(When the payment method is cash)

The process proceeds from step 730A to step 732A to determine whether to collect money on the same day or at a later date. If it is determined to collect money on the day in step 732A, pay the customer (customer) (step 734D), access the database of any server connected to the intranet 82 (step 736C), and then. Report the collection information (step 738A), then access the database of any server connected to the intranet 82 (step 740C), issue a receipt P6 (step 742A), and move to step 746A. , Determine if the statement has been issued.

In step 746A, if the specification has already been issued, the process proceeds according to the processing continuation point O2 (shift to step 778A in FIG. 17, which will be described later). If the statement has not been issued yet, the database of any server connected to the intranet 82 is accessed (step 748C), the statement P7 is issued (step 750A), and the process proceeds according to the processing continuation point O2 (step 750A). Transition to step 778A of FIG. 17 described later).

On the other hand, if it is determined in step 732A that the money is to be collected at a later date, the process proceeds according to the processing continuation point O2 (the process proceeds to step 778A in FIG.

(If the payment method is a credit card)

Move from step 730A to step 752A to make a card payment, access the database of any server connected to the intranet 82 (step 754C), report the card payment number (step 756A), and continue processing. Transition according to O2 (shift to step 778A in FIG. 17 described later).

(When the payment method is bank transfer)

The transfer destination is described by shifting from step 730A to step 758A, and the transfer is made according to the processing continuation point O2 (shifting to step 778A in FIG. 17 described later).

(Work flow of FIG. 17)

FIG. 17 shows that the process is transferred from step 704A or step 706A of FIG. 15 or step 746A, step 750A, step 732A, step 756A, or step 758A of FIG. At 778A, the work completion report is executed and the field work is completed (step 782A).
In addition, step 778A may shift to step 410A of FIG. 8, step 552A of FIG. 11, or the processing continuation point Q2 of FIG.

(Work flow of FIG. 18)

In FIG. 18, the process is transferred from step 568A or step 574A of FIG. 11 via the process continuation point A2, and first, the database of any server connected to the intranet 82 is accessed (step 784C) to perform the operation. Report the reason for incompletion (step 786A), then move to step 788A to confirm the next desired date and entrust the customer with the desired date response (step 790D).

In the next step 792A, the database of any server connected to the intranet 82 is accessed (step 794C), the desired date sharing status is confirmed, and in step 796A, it is determined whether or not the scheduled work date has been confirmed. To do.

If an affirmative judgment (determined work date) is made in step 796A, the next scheduled work date is confirmed (step 798A), and the process proceeds to step 800. If a negative determination (scheduled work date is undecided) is made in step 796, it is explained that the user will be contacted after the work date (step 802A), and the process proceeds to step 800A.

In step 800A, access the database of any server connected to the intranet 82 (step 804C), report the next scheduled work date, and then access the database of any server connected to the intranet 82. Then (step 806C), report the semi-finished memo (step 808A), and shift according to the processing continuation point Q2 (shift to step 778A in FIG. 17 described above).

"Approval / cancellation of parts order for equipment repair"

19 and 20 show a customer-responsive terminal device 16, a communication terminal device 22 possessed by a person in charge of business execution, and a communication terminal device 22 at the time of “sharing of work (approval / cancellation of parts order)” according to the present embodiment. It is a work flow executed between the customer management servers 12.

(Work flow of FIG. 19)

FIG. 19 is a work flow relating to an order request report at the site.

First, access the database of any server connected to the intranet 82 (step 810C), check the list of order requests (step 812A), and then go to the database of any server connected to the intranet 82. Access (step 814C), select the part for which the order has been requested (step 816A), and check the inventory (step 818A).

In the next step 820A, the database of any server connected to the intranet 82 (for example, the inventory management database managed by the inventory management server 86) is accessed (step 822A), and the parts scheduled to arrive are confirmed. After confirming the parts scheduled to arrive in step 820A, the database of any server connected to the intranet 82 is accessed (step 824C), the related work subject is confirmed (step 826A), and the process proceeds to step 828A.

In step 828A, the order approval is determined, and the process proceeds to step 830A to determine the presence or absence of approval.

If an affirmative determination (with approval) is made in step 830A, it is determined in step 832A whether or not the order quantity has been changed.

If it is determined in step 832A that the order quantity needs to be changed, the order quantity is changed in step 834A, and the process proceeds to step 836A. If it is determined in step 832A that the change in the ordered quantity is unnecessary, the process proceeds to step 836A.

In step 836A, access to the database of any server connected to the intranet 82 (step 838C), report approval, and then access the database of any server connected to the intranet 82 (step 836A). 840C), the purchase order P8 is issued (step 842A), and the order is completed (step 844A).

On the other hand, if a negative judgment (disapproval) is made in step 830A, the database of any server connected to the intranet 82 is accessed (step 846C), and the parts order disapproval is reported in the work subject (step 848A). ), Then contact the person in charge (step 850A) and end the approval (step 852A).

(Work flow of FIG. 20)

FIG. 20 is a work flow relating to the necessity of canceling an order for parts.

First, the information of the parts to be canceled is confirmed (step 854A), the database of any server connected to the intranet 82 is accessed (step 856C), the order approval implementation status is confirmed (step 858A), and the process proceeds to step 860A. After migration, the customer management server 12 determines whether it has been approved or not.

If it is determined that the product has been approved in step 860A, the inventory management database 86DB is accessed (step 862C), the order status is confirmed (step 864A), and the possibility of cancellation is determined (step 866A). If it is determined in step 866A that the cancellation is possible, the inventory management database 86DB is accessed (step 868C), the cancellation is reported (step 870A), and the order cancellation is completed (step 872A). If it is determined in step 866A that the order cannot be canceled, the order cannot be canceled (step 874A).

On the other hand, if it is determined in step 860A that the approval has not been completed, the database of any server connected to the intranet 82 is accessed (step 876C), the non-approval is reported (step 878A), and the order cancellation is completed. (Step 872A).

10 Reception system 12 Customer management server 14 Partner stores 16 Customer support terminal equipment 18 Customer-specific information database 18A Correlation table (customer identification information-repair history information correlation table)
20 Network 22 Communication terminal device 20A Wireless communication base 24 Customer 26 Customer terminal (Example)
80 Gas administrator 82 Intranet 84 Business support management server 86 Inventory management server 88 Route optimization management server 90 Customer center management server 91 Router 92 PC
94 telephone line

Claims (3)

A business history management control device provided with a database that stores customer-specific information for each customer.
In the database, business execution history information for each device performed with the customer is stored as the unique information, and at least when a business request is received from the customer, the customer is specified and the customer is described. An acquisition unit that acquires the business execution history information of the specified customer by accessing the database, and
A notification unit that notifies the person in charge of business execution dispatching the business execution history information acquired by the acquisition department to the business execution site, and a notification unit.
Business history management control device with. The business history management control device according to claim 1, wherein the business request is a repair request business suddenly transmitted from the customer. Computer,
Operate as the acquisition unit and the notification unit of the business history management control device according to claim 1 or 2.
Business history management control program.