JP4181780B2 - Repair reception service method, repair reception service system and program - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a repair reception service method, a repair reception service system, and a program, which are commissioned by a repair company that repairs a broken article and acts as a substitute for the repair of the broken article.
[0002]
[Prior art]
When an article breaks down for some reason, a user of the article such as an electric product requests a repairer to repair the broken article (hereinafter referred to as a broken article). In general, the repair department of the manufacturer (manufacturer) that manufactured the article is the repairer.
[0003]
Conventionally, a repair reception center of each dealer or repairer (that is, a manufacturer) that sells an article accepts repair of the sold article. Therefore, in order to request repair of the defective product, the user can bring the defective product directly to the store where the product was purchased, bring it directly to the repair reception center, or repair the defective product by courier. It was delivered to the reception center.
[0004]
[Problems to be solved by the invention]
However, when a user requests repair of a defective product via a dealer, the trouble of the user directly bringing the defective product to the dealer's store is sold, especially when the dealer's store is far from the house. It takes time and labor for transportation to the store, which is troublesome for the user.
[0005]
Also, when a user requests repair of a defective product via the repair reception center, the user must bring the defective product directly to the repair reception center, and repair the defective product if the repair reception center is far from home. It takes time and labor for transportation to the reception center, which is troublesome for the user. In addition, when a defective product is delivered to the repair reception center by courier, the delivery cost by the courier is required for the user.
[0006]
On the other hand, if a repair company installs (constructs) a large number of repair reception centers in each place for receiving repairs of defective products, it will be convenient for the user because a repair reception center will be established near the user. For the contractor, it will cost to install and maintain the repair reception center.
[0007]
The present invention has been made in order to solve the above-described problems, and allows a user to repair a defective product at each store of a retail store on behalf of a store or a repair reception center. There is no need to bring in a defective product, and for repairers, it is possible to obtain a repair reception service method, a repair reception service system, and a program that can reduce costs for setting up and maintaining a repair reception center. Objective.
[0008]
[Means for Solving the Problems]
In order to achieve the above object, a repair reception service method of the present invention is an information processing terminal that is installed in a management department of a retail store and centrally manages processing related to repair requests for defective products received at each store of the retail store. Is registered and transmitted to the store terminal (sales management terminal 10) at the time of accepting a repair request from the user at each retail store according to the program stored in the storage means, and the manufacturer name, model number, and A repair request acquisition step for receiving and acquiring repair request information (manufacturer name, failure content, customer information, repair receipt number, etc.) necessary for repairing a defective product including customer information through the network (100), and a database in advance Obtained repair requests based on registered product information (product name, product code, etc.) and delivery destination information (repair center address, etc.) Information of failure product model number in the broadcast (product name, product code, etc.) repairers of destinations that failure goods from is delivered As a delivery address of a repairer that includes handling product information that includes a matching model number by checking with the model number included in the delivery address information , Delivery destination allocation step that automatically determines and distributes, and based on the acquired repair request information, delivery instruction information that instructs the delivery company to collect defective items from each store and deliver them to the delivery address of the repair company (Collection instruction information) is sent to the terminal (delivery department terminal 40) on the delivery company side via the network, and after the repair of the defective product by the repair company is completed, the repair product is sent from the repair company to the retailer user. A repair product delivery instruction step of transmitting delivery instruction information for instructing delivery to a store desired to receive (information on scheduled date of arrival of repair product) to the terminal on the delivery company side through the network is executed.
[0010]
It is more preferable to provide a repair completion schedule providing step for transmitting information (repair completion schedule information) relating to the completion of repair of the defective product to the user terminal through the network.
[0011]
In addition, it is preferable to provide a scheduled arrival date providing step for transmitting information on a scheduled date when a repair product arrives to a user receiving store (information on a scheduled repair product arrival date) to the user terminal (50) through the network.
[0012]
Preferably, the retail store is a convenience store and the delivery company is the delivery department of the retail store. In addition, it is more preferable that the cost related to the repair be settled when the repaired product is delivered to the user at each retail store.
[0013]
The repair reception service system of the present invention is installed in each retail store and has repair request information (manufacturer name, breakdown content, customer information) necessary for repairing a defective product including the manufacturer name, model number, and customer information of the defective product. , Repair receipt number, etc.) are registered in the store terminal (sales management terminal 10) that transmits the repair request information through the network (100) and the retail department management department and registered in the database in advance. Based on the handling product information (product name, product code, etc.) and delivery destination information (repair center address, etc.) for each repair company, information on the model number of the defective product (product name, The delivery address of the repair shop where the defective product is delivered from the product code etc. As a delivery address of a repairer that includes handling product information that includes a matching model number by checking with the model number included in the delivery address information , Automatically determine and distribute, and send delivery instruction information (collection instruction information) over the network instructing to collect defective items from each store and deliver them to the delivery address of the repair company based on the repair request information After the repair of the defective product is completed by the repair agent, the delivery instruction information (information on the scheduled date of arrival of the repair product) is transmitted through the network instructing the repaired product to be delivered from the repair agent to the store that the retail store wants to receive. A center terminal (headquarters management terminal 20), and a delivery company terminal (delivery department terminal 40) that is installed in a delivery company that delivers defective and repaired products according to the delivery instruction information and receives the delivery instruction information through the network. It was.
[0015]
In addition, the center terminal may be configured to transmit information (scheduled completion schedule information) related to a schedule for completing repair of the defective product to the user terminal through the network. In addition, the center terminal may be configured to transmit information on a scheduled date (fixed product arrival date information) on which a repaired product reaches the user-desired store to the user terminal (50) through the network.
[0016]
Preferably, the retail store is a convenience store and the delivery company is the distribution department of the retail store. In addition, it is more preferable that the cost related to the repair be settled when the repaired product is delivered to the user at each retail store.
[0017]
The program according to the present invention is stored in a store (store headquarters management terminal 20) in a retail store, which is centrally managed in a retail store management department and which centrally manages a process related to a repair request for a defective product received at each retail store. Request information required for repairing a faulty product, including the manufacturer name, model number, and customer information of the faulty product, registered and transmitted to the store terminal (sales management terminal 10) when receiving a repair request for the faulty product from the user Repair request acquisition processing for receiving and acquiring (manufacturer name, breakdown content, customer information, repair receipt number, etc.) through the network (100), and handling product information (product name, product) for each repair company registered in the database in advance Failure based on the model number information (product name, product code, etc.) of the faulty product in the acquired repair request information based on the delivery address information (repair center address, etc.) The repairer of destination but to be delivered As a delivery address of a repairer that includes handling product information that includes a matching model number by checking with the model number included in the delivery address information , Delivery destination information that automatically determines and distributes, and delivery instruction information that instructs the delivery company to collect defective items from each store and deliver them to the delivery address of the repair company based on the acquired repair request information (Collection instruction information) is sent to the terminal (delivery department terminal 40) on the delivery company side via the network, and after the repair of the defective product by the repairer is completed, the repairer sends the repaired product from the repairer to the retailer user. A repair product delivery instruction process for sending delivery instruction information (information on a scheduled date of arrival of a repair product) to the delivery requester's terminal to the delivery company terminal via the network is executed.
[0019]
In addition, the program preferably causes the computer to execute a repair completion schedule providing process for transmitting information (repair completion schedule information) related to a schedule for repairing a defective product to the user terminal through the network.
[0020]
In addition, the program causes the computer to execute a scheduled arrival date provision process for transmitting information on a scheduled date when a repair product arrives to the user's desired store (information on a scheduled repair product arrival date) to the user terminal (50) through the network. Is preferred.
[0021]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, an embodiment of the present invention will be described with reference to the drawings.
FIG. 1 is a block diagram showing a configuration of an article delivery management system of the present invention. Here, the article delivery management system collects a faulty article (failed item) from a user at a retail store and delivers it to a repair center of the repair shop, and the article (repaired article) repaired by the repair shop from the repair center. This is a system for managing processing (distribution work) from delivery to a retail store and delivery to a user. The article delivery management system includes a sales management terminal 10, a headquarters management terminal 20, a repairer management terminal 30, and a delivery department terminal 40 shown in FIG.
[0022]
In addition, the flow of goods that collects defective items from users at a retail store and delivers them to the repair center of the repair company is called upstream logistics, and conversely, the repair products are delivered from the repair center to the retail store. The flow of goods delivered to the user is called “downstream logistics”.
[0023]
The repair reception service system is a system for accepting a repair request for a defective product on the retail store side in place of a store or a repair reception center. The repair reception service system includes a sales management terminal 10, a headquarters management terminal 20, and a delivery department terminal 40 that are installed and managed on the retail store side.
[0024]
In the configuration shown in FIG. 1, the sales management terminal 10 is installed in each store of a retail store that develops a chain, such as a convenience store, and registration of various data related to reception of repair of a defective product by a store clerk (salesperson) of the retail store. It is an information processing terminal used for, for example. As shown in FIG. 1, the sales management terminal 10 is connected to a network 100 and has a function of transmitting and receiving various information via the network 100.
[0025]
Specifically, the sales management terminal 10 registers the repair request information including the reception information when the reception information is input by the store clerk at the time of reception of the repair of the defective product, and receives the repair reception indicating that the repair request has been received. While issuing a vote, the repair request information is transmitted to the headquarters management terminal 20 via the network 100.
[0026]
Here, the reception information refers to the manufacturer name, model number, failure content, customer information (user address, name, phone number, email address, etc.) of the defective product, and information on the store where the user wishes to receive the repaired product (reception) Store information) refers to information necessary for repair acquired from the user at the time of repair reception. The reception information is input to the sales management terminal 10 by a store clerk at the retail store.
[0027]
The repair request information is information obtained by adding information obtained at the time of repair reception such as repair reception store information, repair reception number, repair reception date and time to the above reception information. Information obtained at the time of repair reception, such as repair reception store information, is automatically added to the reception information by the sales management terminal 10.
[0028]
Further, when the delivery of the repaired product to the user is completed and the delivery completion information is input and registered by the store clerk, the sales management terminal 10 sends the delivery completion information to the headquarters management terminal 20 and the repairer management terminal via the network 100. 30. Here, the delivery completion information is information indicating that delivery of a repaired product is completed, and includes information such as a repair receipt number, delivery date and time, a settlement amount, and a settlement means, for example.
[0029]
The headquarters management terminal 20 is an information processing terminal that is installed in a management department (headquarters) of a retail store such as a convenience store, and centrally manages processing regarding repair requests for defective products received at each store of the retail store. . The headquarters management terminal 20 is connected to the network 100 and has a function of transmitting and receiving various information via the network 100.
[0030]
Specifically, information related to a repair company that entrusts a retailer with the reception and delivery of repair of a defective product is registered in advance in a database (not shown) of the headquarters management terminal 20. Information on such a repair company is called basic repair information. The basic repair information is basic information for each repairer required for receiving a repair. For example, product information (product name, product code, etc.) handled by the repairer, delivery address information of the repairer (repair center address (by region) ) Etc.).
[0031]
Further, upon receiving the repair request information transmitted from the sales management terminal 10, the headquarters management terminal 20 generates collection instruction information and transmits it to the repairer management terminal 30 and the delivery department terminal 40. Here, the collection instruction information is information for instructing collection, for example, information such as the manufacturer name, model number, weight, packaging size, repair reception store information, repair reception number, and repair reception date and time of the defective product. included.
[0032]
Further, the headquarters management terminal 20 receives the repair completion schedule information transmitted from the repairer management terminal 30 and transfers it to the user terminal 50. Here, the repair completion schedule information is information indicating how long the repair of the faulty product is scheduled to be completed. For example, the repair reception number, the manufacturer name of the faulty product, the model number, the planned repair completion date, and the user Includes information such as the estimated delivery date to the store where the customer wishes to receive repairs.
[0033]
When the headquarters management terminal 20 receives the repair completion information transmitted from the repairer management terminal 30, the headquarters management terminal 20 automatically calculates the scheduled date of arrival of the repair product based on the delivery schedule, and delivers the information on the scheduled date of arrival of the repair product. It transmits to the department terminal 40 and the user terminal 50. Here, the repair completion information is information indicating that the repair of the faulty product has been completed, and includes information such as a repair reception number, repair contents, and repair completion flag information.
[0034]
The repair company management terminal 30 is an information processing terminal that is installed in a repair center of a repair company that repairs a defective product, and manages a repair schedule and a delivery schedule (progress status) of the failed product requested by the user. The repairer management terminal 30 is also connected to the network 100 and has a function of transmitting and receiving various information via the network 100.
[0035]
Specifically, when receiving the repair request information transmitted from the sales management terminal 10 and the collection instruction information transmitted from the headquarter management terminal 20, the repairer management terminal 30 registers and holds the information. In addition, when the repaired product is delivered, the repairer management terminal 30 calculates a scheduled repair completion date for the failed product, and transmits repair completion schedule information regarding the failed product to the headquarters management terminal 20.
[0036]
In addition, when the repair of the failed product is completed, the repairer management terminal 30 transmits repair completion information regarding the failed product to the headquarters management terminal 20 and the delivery department terminal 40. The repairer management terminal 30 receives the delivery completion information transmitted from the sales management terminal 10 when the delivery of the defective product is completed, and registers and holds the delivery completion information.
[0037]
The delivery department terminal 40 is installed in a delivery department of a retail store such as a convenience store, and information related to delivery of goods, that is, collection instruction information from the headquarters management terminal 20, repair completion information from the repairer management terminal 30, and headquarters. It is an information processing terminal that receives and holds information on the scheduled date of arrival of a repair product from the management terminal 20. An employee in the delivery department of the retail store performs a delivery operation of the defective product and the repaired product based on each information held in the delivery department terminal 40. The delivery department terminal 40 is also connected to the network 100 and has a function of transmitting and receiving various information via the network 100.
[0038]
The user terminal 50 is an information processing terminal such as a personal computer provided by a user who requests repair of a defective product. Similarly, the user terminal 50 is connected to the network 100 and has a function of transmitting and receiving various types of information via the network 100. Specifically, the user terminal 50 receives the repair completion schedule information and the information on the scheduled date of arrival of the repair product transmitted from the headquarters management terminal 20 by e-mail or the like.
[0039]
Next, the operation will be described.
FIG. 2 is a sequence diagram for explaining the operation of the article delivery management system of the present invention.
[0040]
A system administrator of a retail store such as a convenience store registers, in advance, basic repair information about a repair company entrusted with reception and delivery of repairs in the database of the head office management terminal 20 (step S1). When commissioned by a plurality of repair companies, basic repair information is registered in the database for each repair company.
[0041]
When an article such as an electric product breaks down and the user wants to ask a repairer for repair, the user takes the defective article to a store of a retail store such as a convenience store. At this time, since retail stores such as convenience stores are being developed in chains, there are a lot of them, so it is considered that there are also retail stores near the user's house. Therefore, it does not take much effort for the user to bring the defective product to the retail store.
[0042]
The user hands over the defective product to the store clerk at the retail store and requests repair of the defective product. The store clerk picks up the defective product from the user at the store (step S2), and asks the user to fill in the necessary items on a predetermined sheet. The contents of the necessary items to be entered on the predetermined paper are the manufacturer name, model number, failure content, customer information, etc. of the defective product, and these information are the above-described reception information.
[0043]
The clerk inputs the reception information to the sales management terminal 10 based on the necessary items entered on a predetermined form. When the reception information is input, the sales management terminal 10 automatically generates information such as repair reception store information and a repair reception number, and adds information such as repair reception store information and a repair reception number to the reception information. Repair request information is registered as repair request information (step S3).
[0044]
Further, the sales management terminal 10 issues a repair acceptance form indicating that a repair request has been accepted (step S4). Further, the sales management terminal 10 transmits the registered repair request information to the head office management terminal 20 and the repair company management terminal 30 via the network 100 (step S5).
[0045]
The clerk gives the user a repair receipt issued by the sales management terminal 10. The repair receipt slip is a slip required for confirmation when the user picks up the repaired article. The repair reception slip includes information such as repair reception store information and a repair reception number. In addition, the store clerk sticks a slip (for example, a seal type) in which information such as a repair receipt number is written on the defective product taken from the user. This voucher is also preferably issued automatically by the sales management terminal 10.
[0046]
Upon receiving the repair request information transmitted from the sales management terminal 10 via the network 100, the headquarters management terminal 20 generates collection instruction information based on the repair basic information registered in advance (step S6). The collection instruction information is transmitted to the repairer management terminal 30 and the delivery department terminal 40 (step S7).
[0047]
Here, when generating the collection instruction information, the headquarters management terminal 20 needs to determine to which repair center of which repairer the faulty product requested for repair is to be delivered. As described above, in the database for managing repair companies of the headquarters management terminal 20, basic repair information, that is, product information (product name, product code, etc.) handled by the repair company, delivery destination information of the repair company (repair center) Information such as address) is registered for each repairer. The headquarters management terminal 20 determines and determines the repair center of the repair company that is the delivery destination of the failed product based on information such as the product name and product code of the failed product included in the repair request information. Information on the repair center of this repairer is also included in the collection instruction information.
[0048]
In this way, since the headquarters management terminal 20 automatically assigns the delivery destination of the faulty product from information such as the product name and product code of the faulty product, the user can send the repair delivery destination, that is, which repair center of which repairer. It is possible to make a request for repair of a defective product at a retail store without being aware of whether the product is delivered to the retail store.
[0049]
Upon receiving the repair request information transmitted from the sales management terminal 10 via the network 100 and the collection instruction information transmitted from the headquarter management terminal 20 via the network 100, the repairer management terminal 30 receives the received repair request information and Register and retain pickup instruction information.
[0050]
When the delivery department terminal 40 receives the collection instruction information transmitted from the head office management terminal 20 via the network 100, the delivery department terminal 40 holds the received collection instruction information. An employee in the delivery department of the retail store confirms the collection instruction information held in the delivery department terminal 40, collects the defective product in each store based on the collection instruction information, and repairs the repair center of a predetermined repair company. (Step S8).
[0051]
When the faulty product is delivered to the repair center, the repairer management terminal 30 calculates the repair completion scheduled date of the faulty product, and transmits the repair completion schedule information including the scheduled repair completion date to the headquarters management terminal 20. (Step S9).
[0052]
Upon receiving the repair completion schedule information transmitted from the repairer management terminal 30 via the network 100, the headquarters management terminal 20 registers and holds the repair completion schedule information and completes the repair by e-mail via the network 100. The schedule information is transmitted to the user terminal 50 (step S10). Based on the repair completion schedule information transmitted from the headquarters management terminal 20, the user can predict when (when) the repair is completed.
[0053]
Note that each time the scheduled repair completion date is changed, the repairer management terminal 30 transmits the repair completion schedule information to the headquarters management terminal 20, and the headquarters management terminal 20 sends the repair completion schedule information to the user terminal 50. Forward.
[0054]
When the repair of the faulty product is completed at the repair center, the repairer management terminal 30 transmits repair completion information of the faulty product to the head office management terminal 20 and the delivery department terminal 40 (step S11).
[0055]
Upon receiving the repair completion information transmitted from the repairer management terminal 30 via the network 100, the headquarters management terminal 20 calculates a scheduled date for arrival of a repaired product according to the delivery schedule of the delivery department, and provides information on the scheduled date of arrival of the repaired product. It transmits to the delivery department terminal 40 and the user terminal 50 (step S12). The user can confirm when the repair product arrives at the store where the user wishes to receive it based on the scheduled repair product arrival date information transmitted from the headquarters management terminal 20.
[0056]
When the delivery department terminal 40 receives the scheduled repair product arrival date information transmitted from the head office management terminal 20 via the network 100, the delivery department terminal 40 holds the received scheduled repair product arrival date information. The employee of the delivery department of the retail store confirms the information on the scheduled date of arrival of the repaired product held in the delivery department terminal 40, collects the repaired product in the repair center based on the information, and Is delivered to the store that the user wishes to receive (step S13).
[0057]
The user goes to the store of the retail store that he / she wishes to receive after the scheduled date of arrival of the repair product notified from the headquarters management terminal 20. The clerk of the retail store delivers the repaired product to the user in exchange for the repair receipt slip (step S14). At this time, the settlement and delivery costs are also settled.
[0058]
Repair and delivery costs are on a case-by-case basis. For example, if a failure occurs within the warranty period of an article, the repairer may repair the defective item free of charge, and pay the delivery cost charged by the retail store to the retail store. In this case, the user does not need to pay for repair and delivery. On the other hand, if there is a failure after the warranty period of the article has passed, the cost of repair and delivery of the defective product is charged, and the user may have to pay the cost.
[0059]
When the store clerk collects the cost of repair and delivery from the user, the store clerk can obtain the cost based on, for example, a price list determined for each repairer or product, and collect the cost from the user. Further, the store clerk can collect from the user based on the cost calculated by the headquarters management terminal 20. In this case, information related to expenses is transmitted from the headquarters management terminal 20 to the sales management terminal 10.
[0060]
After the delivery of the repaired product to the user is completed, the store clerk inputs and registers delivery completion information in the sales management terminal 10 (step S15). When the delivery completion information is registered, the sales management terminal 10 transmits the delivery completion information to the headquarter management terminal 20 and the repairer management terminal 30 via the network 100 (step S16). Upon receiving the delivery completion information transmitted from the sales management terminal 10, the headquarters management terminal 20 and the repairer management terminal 30 register the delivery completion information. As a result, the headquarters management terminal 20 and the repairer management terminal 30 recognize that the processing for the repair request has been completed.
[0061]
As described above, in this embodiment, since the repair of the defective product is accepted at each store of the retail store, it is convenient for the user without taking the trouble of bringing in the defective product and picking up the repaired product, For repairers, it is possible to reduce costs for setting up and maintaining a repair reception center, and it is possible to easily receive repairs and improve the quality of maintenance services.
[0062]
In particular, a 24-hour convenience store with a chain of retail stores exists near the user's house, and the user can make a repair request without worrying about time. More convenient for you.
[0063]
In addition, because the retail store's delivery department distributes goods, it may break down in a delivery car that regularly patrols each retail store's store (usually a car carrying another product etc.) Since goods and repaired goods can be loaded (pickup), it is possible to reduce or reduce delivery costs. That is, since an existing physical distribution system owned by a retail store can be used, it is possible to reduce the delivery cost of goods. Therefore, for the user, the delivery cost of the article is reduced or reduced, which is a cost advantage.
[0064]
In retail stores that are chain-deployed, network systems (information distribution systems) are generally constructed from the terminals of each store and the terminals of the management department (headquarters). There is no need to install a dedicated special computer or the like. That is, this system can be realized by introducing a program for realizing the present invention into an existing network system in a retail store.
[0065]
Here, as a program to be introduced into the headquarters management terminal 20, it is necessary for a repair request for a defective product that is registered and transmitted to the sales management terminal 10 when a repair request for a defective product is received from a user in each retail store. Repair request acquisition processing for receiving and acquiring correct repair request information through the network 100, and collecting the defective products from each store to a delivery company based on the acquired repair request information and delivering them to a predetermined delivery destination of the repair company After the collection instruction processing for transmitting the instructed collection instruction information to the delivery department terminal 40 through the network 100 and the repair of the defective product by the repair company, the repair product is delivered from the repair company to the user's desired store in the retail store. Headquarters management of repaired product delivery instruction processing for transmitting information on the scheduled date of arrival of repaired product instructed to the delivery department terminal 40 via the network 100 A program to be executed by the end 20.
[0066]
In addition, the program automatically determines the delivery destination of the repairer to which the defective product is delivered from the predetermined information in the acquired repair request information based on the handling product information and delivery destination information for each repairer registered in advance. The headquarters management terminal 20 is also caused to execute the distribution destination distribution process.
[0067]
The program also causes the headquarters management terminal 20 to execute a scheduled arrival date providing process for transmitting information about the scheduled date of arrival of a repaired product that reaches the user receiving store to the user terminal 50 through the network 100. Furthermore, the program also causes the headquarters management terminal 20 to execute repair completion schedule provision processing for transmitting repair completion schedule information related to the schedule for completing repair of a defective product to the user terminal 50 through the network 100.
[0068]
In addition, for retailers, it is possible to obtain income from a new operation of accepting repairs for defective products, and to expect an increase in the number of visitors. Thus, retail stores can also expect “buy after” purchases by consumers.
[0069]
In addition, although the store clerk of the retail store inputs the reception information to the sales management terminal 10 based on the description content of the predetermined paper, the user himself / herself inputs the reception information to the sales management terminal 10. Also good.
[0070]
In addition, although the distribution department of the retail store delivered the defective and repaired products, the present invention is not limited to this, and the delivery department of a delivery company (delivery company) or repair company (manufacturer) different from the retail store. May deliver defective and repaired products.
[0071]
In addition, the retail store's delivery department delivered defective products from each store to the repair center, and also delivered repair products from the repair center to each store. The defective product may be delivered from the store to the retail store chain distribution center nearest to the repair company, and the repair product may be delivered to each store from the retail store chain distribution center. In this case, the repairer needs to go to the nearest retailer chain distribution center to pick up the defective item and to deliver the repaired product to the nearest retailer chain distribution center.
[0072]
In addition, when the headquarters management terminal 20 charges a fee to the user, the information related to the cost may be transmitted to the user terminal 50 via the network 100 to notify the user.
[0073]
If the user does not have the user terminal 50, the user may be notified that the repaired product is received at the desired store by telephone, facsimile, postcard or the like.
[0074]
In addition, when the cost changes depending on whether or not the warranty period of the article has passed, the repairer may request the user to present a warranty. In this case, a scanner is provided in each store of the retail store, the warranty is read by the scanner at each store, and the sales management terminal 10 stores the read warranty card data together with the repair request information and the headquarters management terminal 20 and the repair company. You may make it transmit to the management terminal 30. FIG. Alternatively, at a retail store, a store clerk may receive a base paper of a warranty card from a user and attach the base paper of the warranty card to the faulty product.
[0075]
【The invention's effect】
As described above, according to the present invention, the repair request information necessary for the repair request of the defective product, which is registered and transmitted to the store terminal at the time of accepting the repair request of the defective product from the user in each store of the retail store, is networked. Based on the acquired repair request information, the delivery company side sends the delivery instruction information to the delivery company through the network to instruct the delivery company to collect the defective products from each store and deliver them to the predetermined delivery destination of the repair company. After the repair of the defective product by the repairer is completed, the delivery operator's terminal through the network has delivery instruction information for instructing the delivery agent to deliver the repaired product from the repairer to the user's store of the retail store. Send to.
[0076]
With this configuration, it is possible to accept repair requests for defective products at each retail store on behalf of the retail store or repair reception center, and it takes time for the user to bring in the defective product and pick up the repaired product. Therefore, it is possible for the repairer to reduce costs for installing and maintaining a repair reception center.
[0077]
In addition, based on pre-registered handling product information and delivery destination information for each repair company, the delivery destination of the repair company to which the defective product is delivered is automatically determined and distributed from the predetermined information in the acquired repair request information. As a result, the user can easily make a repair request for a defective product at a retail store without being aware of the delivery address of the repair shop.
[0078]
In addition, since information related to the planned repair of the defective product is transmitted to the user terminal through the network, it is possible to predict how long the repair will be completed.
[0079]
In addition, since the information on the scheduled date when the repair product reaches the user receiving store is transmitted to the user terminal through the network, the user can confirm when the repair product arrives at the user receiving store.
[0080]
Further, since the delivery company is the delivery department of the retail store, the existing distribution system possessed by the retail store can be used, so that the delivery cost of goods can be reduced.
[0081]
In addition, since the cost related to the repair is settled at the time of delivery of the repaired product to the user in each retail store, the system can be realized by using the settlement means (settlement system) possessed by the retail store. it can.
[0082]
In addition, since the retail store is a convenience store, the user can make a repair request without worrying about time, and the labor of bringing in the goods is reduced, so that the convenience of the user is improved.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a configuration of an article delivery management system of the present invention.
FIG. 2 is a sequence diagram for explaining the operation of the article delivery management system of the present invention.
[Explanation of symbols]
10 Sales management terminal (store terminal)
20 Headquarters management terminal (center terminal)
30 Repairman management terminal
40 Delivery department terminal
50 user terminals
100 network

Claims (9)

Installed in the management department of a convenience store, in accordance with a program information processing terminal is stored in the storage means for centralized processing related repair request accepted taint goods in each convenience stores,
Repair request information necessary for the repair request of the defective product, including the manufacturer name, model number, and customer information of the failed product, which is registered and transmitted to the store terminal at the reception of the repair request of the defective product from the user at each store of the convenience store A repair request acquisition step for receiving and acquiring a network via a network;
Based on the handling product information and delivery destination information for each repairer registered in the database in advance, the delivery destination of the repairer to which the faulty product is delivered from the information on the model number of the faulty product in the acquired repair request information, A delivery address distribution step that automatically matches the model number included in the delivery address information and automatically determines and distributes the delivery address of the repairer including the handling product information including the matching model number,
Based on the acquired repair request information, delivery instruction information for instructing the delivery company to collect the defective product from each store and deliver it to the delivery address of the repair company is sent to the terminal on the delivery company side through the network. A collection instruction step to send;
After the repair of the failed product by the repair company is completed, delivery instruction information for instructing the delivery company to deliver the repair product from the repair company to the user receiving store of the convenience store via the network is provided on the delivery company side. A repair reception service method characterized by executing a repair product delivery instruction step to be transmitted to a terminal. The repair reception service method according to claim 1, wherein the information processing terminal executes a repair completion schedule providing step of transmitting information related to a schedule for completing repair of the defective product to the user terminal through the network. The repair reception service method according to claim 1 or 2, wherein the information processing terminal executes a scheduled arrival date providing step of transmitting information to the user terminal via the network of a scheduled date when the repair product reaches the user receiving desired store. Store terminals that are installed at convenience store stores and send repair request information over the network when the repair request information required for repairing the defective product, including the manufacturer name, model number, and customer information of the defective product is registered. When,
From the information on the model number of the faulty product in the repair request information sent from the store terminal based on the handling product information and delivery destination information for each repair shop that is installed in the management department of the convenience store and registered in advance in the database The delivery destination of the repair company to which the defective product is delivered is collated with the model number included in the delivery destination information, and automatically determined and distributed as the delivery destination of the repair company including the handling product information including the matching model number. In addition, based on the repair request information, it sends delivery instruction information for instructing to collect the faulty product from each store and deliver it to the delivery address of the repairer through the network. after the repair is complete, the delivery instruction information to be instructed to deliver the repaired repaired goods from the repairers to user receives the desired store of the convenience store And the center terminal to be sent through the serial network,
A repair acceptance service system comprising: a delivery company terminal installed in a delivery company that delivers the failed product and the repaired product according to the delivery instruction information, and receiving the delivery instruction information through the network. 5. The repair reception service system according to claim 4 , wherein the center terminal transmits information related to a schedule for completing the repair of the defective product to the user terminal through the network. Center terminal according to claim 4 or Repair service system according to claim 5, wherein the repair article and transmits the information of the date that reach the user receives desired retailer user terminal through a network. A computer installed in the convenience store administration department that centrally manages the processing related to repair requests for defective products accepted at each convenience store store ,
Repair request information necessary for the repair request of the defective product, including the manufacturer name, model number, and customer information of the failed product, which is registered and transmitted to the store terminal at the reception of the repair request of the defective product from the user at each store of the convenience store Repair request acquisition processing to receive and acquire through the network,
Based on the handling product information and delivery destination information for each repairer registered in the database in advance, the delivery destination of the repairer to which the faulty product is delivered from the information on the model number of the faulty product in the acquired repair request information, Matching with the model number included in the delivery destination information, as a delivery address of a repairer including handled product information including a matching model number, a delivery destination distribution process that automatically determines and distributes;
Based on the acquired repair request information, delivery instruction information for instructing the delivery company to collect the defective product from each store and deliver it to the delivery address of the repair company is sent to the terminal on the delivery company side through the network. Collection instruction processing to be transmitted,
After the repair of the failed product by the repair company is completed, delivery instruction information for instructing the delivery company to deliver the repair product from the repair company to the user receiving store of the convenience store via the network is provided on the delivery company side. A program that executes the repair delivery instruction processing to be sent to the terminal. 8. The program according to claim 7 , further causing the computer to execute a repair completion schedule providing process for transmitting information on a schedule for completing the repair of the defective product to the user terminal through the network. 9. The program according to claim 7 or 8, wherein the computer is also caused to execute a scheduled arrival date providing process for transmitting information on a scheduled date when a repaired product reaches a user receiving store to a user terminal through a network.

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