JP5061374B2 - Equipment maintenance system, equipment maintenance method, and fault estimation apparatus - Google Patents

Description

  The present invention relates to an apparatus maintenance system, an apparatus maintenance method, and a failure estimation apparatus for maintaining an apparatus such as a computer apparatus.

  When a fault occurs in a computer apparatus or when it is unstable, it is necessary to analyze the contents of the fault based on the technical knowledge and experience of a maintenance worker who is familiar with the computer apparatus and to request a work procedure for recovering from the fault. However, with the increase in the types of computer devices and the decrease in maintenance opportunities, it has become difficult for maintenance workers to acquire technical knowledge and experience. For this reason, there is a demand for a device maintenance system that can automatically provide a failure content and a work procedure for recovery from a failure by inputting and searching for a failure phenomenon.

  For example, Patent Literature 1 includes a knowledge database in which knowledge related to a failure symptom and an inquiry item associated therewith are recorded, and a customer's word and complaint that appeals the failure symptom. A first diagnosis unit for inputting a customer's wording to be represented, sequentially searching a knowledge database based on the inputted wording to obtain a next inquiry item, and creating a list of the customer's wording and questions; A second diagnostic unit that creates a list of additional questions for the questions in the list created in this way and words as customer answers to the additional questions, and knowledge recorded in the knowledge database based on the list created in this way Has been proposed which can diagnose a failure in a short time after receiving a repair.

  Further, in Patent Document 2, when a maintenance staff transmits a failure cause estimation request designating a failure phenomenon that has occurred in a maintenance target device via a communication network from a portable terminal to a maintenance management device, the maintenance management device and the portable terminal On the basis of the guidance information corresponding to the maintenance target device and its failure phenomenon, confirmation items for searching for the cause of failure and transmission and reception of the response, estimation result of suspected parts and work instructions are sent and received, and maintenance personnel When a maintenance result is sent from the mobile terminal to the maintenance management device via the network, the maintenance result data including the maintenance work result data for the maintenance target device and additional guidance information are sent to the maintenance management device. Maintenance work result data received by the management device is stored in the work history storage unit, and additional guidance information is added to the guidance information storage unit. And in, a shallow maintenance personnel experienced is that to be able to be efficiently carried to the maintenance work has been proposed.

JP 2003-76549 A JP 2006-215682 A

  However, in the one disclosed in Patent Document 1, there is a system for dealing with a failure in the call center, and when performing maintenance, it is necessary to convey the symptoms to the call center by telephone. Further, since the knowledge database shown in Patent Document 1 associates failure details with failure repair information, it is limited to the case where failure identification exists in the knowledge database, and complicated failure It is difficult to present an appropriate work procedure for the situation.

  In the device disclosed in Patent Document 2, it is not necessary to convey a symptom to a call center by using a portable terminal held by a maintenance worker. However, since what is shown in Patent Document 2 also uses a knowledge database in which failure details and failure repair information are associated with each other, it is limited to the case where a failure identification exists in the knowledge database. It is difficult to present an appropriate work procedure for complex obstacle situations.

  In view of the above-mentioned problems, the present invention can easily support the maintenance work of the failed device, narrow down the cause of the failure by the guidance information, and present the work procedure related to the cause of the failure to the maintenance worker. An object of the present invention is to provide a device maintenance system, a device maintenance method, and a failure estimation device capable of presenting a high work procedure.

In order to solve the above-described problems, the present invention provides a device maintenance system including a mobile terminal to which information on a device to be maintained is input, and a failure estimation device connected to the mobile terminal via a network. The failure estimation device receives from the portable terminal identification information of the device and information on a failure phenomenon or operating status related to the device;
Identifying means for extracting character information for identifying received identification information of the device and the fault event or information from the failure contents of the operation situation by the morphological analysis, the identity of the device U, the error type When the character information for V is V, the likelihood of the failure content, which is a value for the combination of the identification information U and the parameters of the character information V, using the algorithm of the failure estimation model F (U, V) is represented. A certain guidance model F (U, U) is calculated using a means for outputting a failure content G based on the certainty factor and a question parameter q obtained from the guidance information database. Means for outputting the question parameter q when the certainty factor of the failure content G calculated by the algorithm of (V, q) greatly changes over a certain level; Means for transmitting a failure content estimation screen including at least a harm content G, the question parameter q, and a keyword input field for the failure phenomenon or operating status to the mobile terminal; and receiving from the mobile terminal after transmitting the failure content estimation screen Using the new character information A, the character information V, and the identification information U based on the answer information about the question indicated by the question parameter q and the keyword input in the keyword input field. The means for outputting the failure content G by the algorithm of the failure estimation model F (U, V, A), the means for outputting the question parameter q, and the failure content estimation screen until the number becomes a predetermined value or less. Means for determining that the processing by the means for transmitting to the mobile terminal is repeated, and when the number of the fault contents G is equal to or less than a predetermined value, the fault contents The work procedure information recorded in the work procedure database in association with the identification information is read, and information on the work procedure screen including the read work procedure information corresponding to the failure content G is transmitted to the portable terminal. And the portable terminal receives input of identification information of the device to be maintained and information of the failure phenomenon or operation status, and receives the identification information of the device and information of the failure phenomenon or operation status as the failure Means for transmitting to the estimation device; and means for transmitting to the failure estimation device the answer to the question indicated by the question parameter q input based on the display of the failure content estimation screen and the keyword input in the keyword input field. And a means for receiving and displaying information on the work procedure screen .

The present invention is also a device maintenance method of a device maintenance system comprising a mobile terminal to which information related to a device to be maintained is input, and a failure estimation device connected to the mobile terminal via a network, the mobile terminal Accepts the input of the identification information of the device to be maintained and the information on the failure phenomenon or operation status of the device, and transmits the identification information of the device and the failure phenomenon or operation status information to the failure estimation device, failure estimating apparatus receives the identification information of the equipment failure event or information operating status from the portable terminal, identifies the type of the failure from the failure phenomenon or the operating status and identification information of the device it receives Character information is extracted by morphological analysis, the identification information of the device is U, and the character information for specifying the failure content is V. A certainty factor representing the likelihood of the failure content, which is a value for the combination of the parameters of the identification information U and the character information V, is calculated using a predetermined certainty factor calculation method using the algorithm of F (U, V). Then, the failure content G is output based on the certainty factor, and the certainty of the failure content G calculated by the algorithm of a predetermined guidance model F (U, V, q) using the question parameter q acquired from the guidance information database. The question parameter q when the degree of change is greater than a certain level is output, and a failure content estimation screen including at least the failure content G, the question parameter q, and a keyword input field for the failure phenomenon or operation status is displayed on the mobile terminal transmitted, the portable terminal, the quality indicated by the question parameter q that is input based on the display of the failure content estimation screen received Sends responses and said keyword is input in the input column keyword to the fault estimating device, the fault estimating device for the said question parameter q question indicated received from the mobile terminal after sending the error type estimation screen Using the new character information A, the character information V, and the identification information U based on the answer information and the keyword input in the keyword input field, until the number of the failure contents G is equal to or less than a predetermined value, It is determined that the process of outputting the fault content G, the process of outputting the question parameter q, and the process of transmitting the fault content estimation screen to the mobile terminal are repeated, and the number of fault contents G is equal to or less than a predetermined value If it becomes, the work procedure information recorded in the work procedure database in association with the identification information of the failure content G is read, and is associated with the failure content G. Information on the work procedure screen including the read work procedure information is transmitted to the portable terminal, and the portable terminal receives and displays the information on the work procedure screen .

The present invention is also a failure estimation device that is connected via a network to a portable terminal to which information related to a maintenance target device is input, and that estimates and presents a failure of the maintenance target device based on the information from the portable terminal. Te, specific means for receiving the identification information and information of the failure event or operating condition related to the equipment of the device from the portable terminal, the fault event or information from the failure contents of the operating status and identification information of the device it receives A fault estimation model F (U, V), where U is the identification information of the device and V is the character information for specifying the failure content. Using a predetermined certainty factor calculation method, a certainty factor representing the likelihood of a failure content, which is a value for a combination of parameters of the identification information U and the character information V, is used. The failure content calculated by means of a predetermined guidance model F (U, V, q) algorithm using the means for outputting the failure content G based on the certainty factor and the question parameter q acquired from the guidance information database A failure content estimation screen including at least the means for outputting the question parameter q when the certainty of G changes greatly over a certain level, the failure content G, the question parameter q, and the keyword input field for the failure phenomenon or operating status To the portable terminal, new information based on the answer information about the question indicated by the question parameter q received from the portable terminal after transmission of the failure content estimation screen and the keyword input in the keyword input field Using the character information A, the character information V, and the identification information U, the number of the fault contents G is a predetermined value. Until it becomes lower, means for outputting the failure content G by the algorithm of the failure estimation model F (U, V, A), means for outputting the question parameter q, and transmitting the failure content estimation screen to the mobile terminal Means for determining that the process by the means for repeating is repeated, and a work procedure recorded in the work procedure database in association with the identification information of the trouble content G when the number of the trouble contents G is equal to or less than a predetermined value Means for reading information, and transmitting information on a work procedure screen including the read work procedure information corresponding to the failure content G to the portable terminal, and a failure estimation device comprising: .

  According to the present invention, the question necessary for narrowing down the failure content of the device to be maintained is displayed on the portable terminal in a guidance format, and the answer to the question and the keyword are input on the portable terminal, thereby Narrowing is performed and work procedures appropriate for failure recovery are presented. As described above, the accuracy of specifying an appropriate work procedure can be improved by automatically generating a question in the guidance type based on the failure phenomenon or the operation status and the keyword. Further, according to the present invention, the failure is estimated using the data mining technology, and the question necessary for narrowing down the failure content is generated. Therefore, the failure content is estimated with higher accuracy and the appropriate work procedure is You can make a presentation. This eliminates the need for technical knowledge and experience of maintenance workers, shortens the time until failure recovery, and provides a service of a certain quality or higher.

It is a block diagram which shows the structure of the apparatus maintenance system which concerns on the 1st Embodiment of this invention. It is explanatory drawing of the information input screen in the 1st Embodiment of this invention. It is explanatory drawing of the estimation screen of the content of a failure in the 1st Embodiment of this invention. It is explanatory drawing of the screen of the work procedure in the 1st Embodiment of this invention. It is explanatory drawing of the input screen of the operation result in the 1st Embodiment of this invention. It is a block diagram which shows the structure of the portable terminal in the 1st Embodiment of this invention. It is a block diagram which shows the structure of the failure estimation apparatus in the 1st Embodiment of this invention. It is explanatory drawing of an example of the user information database in the 1st Embodiment of this invention. It is explanatory drawing of an example of the work history information database in the 1st Embodiment of this invention. It is explanatory drawing of an example of the components information database in the 1st Embodiment of this invention. It is explanatory drawing of an example of the apparatus information database in the 1st Embodiment of this invention. It is explanatory drawing of an example of the guidance information database in the 1st Embodiment of this invention. It is explanatory drawing of an example of the work procedure database in the 1st Embodiment of this invention. It is a flowchart which shows operation | movement of the 1st system of this invention. It is a flowchart which shows the process of the character information in the failure estimation apparatus in the 1st Embodiment of this invention.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 shows an equipment maintenance system according to a first embodiment of the present invention.

  In FIG. 1, a computer device 1 is a device to be maintained. Here, the computer apparatus 1 is cited as an apparatus to be maintained, but the apparatus to be maintained is not limited to the computer apparatus 1.

  The portable terminal 2 is a terminal held by a maintenance worker of the computer apparatus 1. The portable terminal 2 has a function of transmitting a failure phenomenon or an operating status related to the computer device 1, a function of inputting and transmitting an answer to a question necessary for narrowing down the failure content and a keyword necessary for narrowing down the failure content, It has a function to display procedures and a function to input and send work results.

  The failure estimation device 3 is a device that presents the content of the failure of the computer device 1 and an appropriate work procedure for the failure to the mobile terminal 2. The failure estimation apparatus 3 uses a data mining technique to generate a question necessary for narrowing down the contents of a failure from a failure phenomenon or operation status occurring in the computer apparatus 1 using a data mining technique and a data mining technique. A function that estimates the likely failure content from the failure phenomenon or the operation status, narrows down and identifies the failure content from the answers to the questions and keywords, and a function that presents a work procedure for dealing with the identified failure content, It has a function to change the certainty of the fault contents from the work result. The failure estimation device 3 can be composed of one or a plurality of servers.

  In FIG. 1, when performing maintenance on the computer device 1, the maintenance worker connects the portable terminal 2 to the failure estimation device 3 via the network 4 made up of the Internet or an intranet. When the mobile terminal 2 and the failure estimation device 3 are connected via the network 4, an information input screen 10 as shown in FIG. 2 is sent from the failure estimation device 3 to the mobile terminal 2. On this information input screen 10, the maintenance worker enters the user name, the device model number, and the failure phenomenon or the failure phenomenon or operation status entry field 12, and the failure phenomenon or operation status entry field 13, respectively. The operating status is input, and the transmission button 14 is pressed to transmit these pieces of information from the portable terminal 2 to the failure estimation device 3.

  When the failure estimation device 3 receives the information from the mobile terminal 2, the failure estimation device 3 identifies the user and the device from the information of the user name and the device model number, and performs data mining from the failure phenomenon or operation status information and the device information of the computer device 1. Use technology to estimate likely failure details. Further, the failure estimation device 3 generates a question for narrowing down the failure content from the state information obtained from the failure phenomenon or the operation status and the device information of the computer device 1 using data mining technology. Then, the failure content estimation screen 20 as shown in FIG. 3 is transmitted to the mobile terminal 2. The failure content estimation screen 20 includes a guidance type question field 21 in which a question for narrowing down the failure content is displayed. Further, the failure content estimation screen 20 includes a keyword column 22 for narrowing down the failure content.

  The maintenance worker inputs an answer to the question in the question column 21 on the failure content estimation screen 20, inputs a keyword in the keyword column 22, presses the search button 23, and transmits it to the failure estimation apparatus 3. To do.

  When the failure estimation device 3 receives the answer and keyword from the portable terminal 2, the failure estimation device 3 uses data mining technology based on the information obtained from the answer and keyword from the portable terminal 2 and the device information of the computer device 1. Then, the failure contents of the computer apparatus 1 are narrowed down. Here, when the failure content is narrowed down and identified, a screen 30 of a work procedure as shown in FIG. 4 is sent from the failure estimation device 3 to the portable terminal 2. If the failure content cannot be specified, the failure content estimation screen 20 as shown in FIG. 3 is repeatedly transmitted from the failure estimation device 3 to the mobile terminal 2, and the question content 21 is answered on the question content estimation screen 20. The process of inputting answers is repeated. When the failure content is specified and the estimation of the work procedure appropriate for the failure recovery is completed, the maintenance worker performs the work according to the instruction on the screen 30 of the work procedure sent from the failure estimation device 3, thereby handling the failure. It can be performed.

  When the failure is treated, the maintenance worker operates the portable terminal 2 to call the work result input screen 40 as shown in FIG. Then, the maintenance worker inputs information on the actual replacement part in the work content column 41 on the work result input screen 40, selects the match or mismatch of the work results using the match button 42a and the mismatch button 42b, and completes. The button 43 is pressed and sent to the failure estimation device 3. The work result match indicates that the presented work procedure and the failure recovery work match (the failure was recovered by the presented work), and the work result mismatch indicates the presented work procedure. And the restoration work do not match (failure is not restored in the presented work). The failure estimation device 3 regenerates the failure estimation model and regenerates the guidance model based on the received work result.

  As described above, in the first embodiment of the present invention, the failure estimation device 3 transmits a question necessary for narrowing down the failure content of the computer device 1 to the portable terminal 2 in the guidance type, and the portable terminal 2 answers the question. By inputting keywords and keywords, the contents of failures are narrowed down, and work procedures appropriate for failure recovery are presented. In the first embodiment of the present invention, the failure content is estimated by using the data mining technology, and the question necessary for narrowing down the failure content is generated. The work procedure can be presented.

  Here, the data mining technique is a technique for extracting useful information (patterns and rules) lurking in a large amount of data. Specific methods for extracting useful patterns and rules include: frequent pattern extraction to find characteristic patterns that occur frequently in a data set, and a class that predicts a category corresponding to given data Classification, regression analysis for predicting real values corresponding to given data, and the like are used.

  For example, it is assumed that a failure such as “when an external device is connected to a computer, malfunctions” occurs. As a recovery operation for this failure, for example, it is assumed that a recovery is performed if an operation unrelated to the failure is performed, such as “replace the power supply”. In this case, the rule “replace the power supply if an operation failure occurs when an external device is connected and the computer is started up” is established. Data mining technology extracts such rules and patterns.

In other words, if the device information is U and the failure phenomenon or operation status is V, the algorithm that outputs the failure content G uses the failure estimation model.
G = F (U, V) (1)
Can be expressed as Here, the specific parameter group of the device information U is information such as “computer model number”, “used OS”, “component”, and the like, and the specific parameter group of the failure phenomenon or the operation status V is “ This is information obtained from a failure phenomenon such as “Power does not turn on”, “Slow operation”, “Noise is generated” or the operation status. The algorithm F (U, V) can be obtained by generating a fault estimation model and using a data mining technique. That is, as an example, a failure estimation model is generated by combining the parameters of the device information U with the parameters of the failure phenomenon or the operation status V, and combinations of parameters are obtained by analysis such as frequent pattern extraction, class classification, regression analysis, etc. Then, a certainty factor representing the likelihood that is the failure content is calculated, and a high certainty factor is output as the failure content.

  For example, in the case of the above-mentioned “becomes malfunctioning when an external device is connected and the computer is started up”, the parameter of the device information U is “information such as the computer model number”, the failure phenomenon or the operating status V parameter. As a result, information “becomes malfunctioning when started up” is input to the algorithm F (U, V). In response to the input of this parameter, the algorithm F (U, V) calculates a certainty factor for each failure content, and outputs a list including the failure content of “power failure” and the certainty factor.

  Further, in the first embodiment of the present invention, questions necessary for narrowing down failure contents are displayed in a guidance type, and keywords are input and answered to narrow down trouble contents. For example, in the case of the above-mentioned “operation failure when connecting an external device and starting up a computer”, there is a possibility of a failure content of “defective connector” in addition to a failure content of “power failure” is there. If information on “whether the connector is normal” is obtained, it is possible to narrow down whether it is “power failure” or “connector failure”. Therefore, in the first embodiment of the present invention, a question necessary for narrowing down the failure content is generated by the data mining technique.

In other words, the algorithm for generating the question content Q uses the guidance model,
Q = xF (U, V) (2)
It can be expressed as Here, the algorithm xF (U, V) is convinced that when the parameter group q by the question is further added to the parameter groups U, V and the failure content is obtained as the algorithm F (U, V, q), The parameter Q whose degree is greatly changed is output.

  For example, in the case of the above-mentioned “becomes malfunctioning when an external device is connected and the computer is started”, if there is a parameter “whether the connector is normal”, the belief of the failure content “power failure” The degree changes greatly. Therefore, in this case, the algorithm xF (U, V) outputs the parameter “whether the connector is normal” as the question content Q. The failure estimation device 3 transmits the parameter “whether the connector is normal” to the portable terminal 2 as a guidance type question. The maintenance worker answers the guidance type question and transmits it to the failure estimation apparatus 3. Thereby, the failure estimation device 3 can narrow down the failure content.

When the parameter group obtained from the answer to this question content is A, the algorithm of equation (1) is:
G = F (U, V, A) (3)
It can be expressed as. The question G required for narrowing down the failure content is generated by the algorithm shown in the equation (2), and the failure content G is narrowed down by inputting the parameter A obtained from this answer into the equation (3). Can do.

  As described above, in the first embodiment of the present invention, the content of a failure is estimated using data mining technology, a question necessary for narrowing down the content of the failure is generated, and the content of the failure is narrowed down according to the answer to this question. Is going. By using such a data mining technique, it is possible to estimate a fault content with higher accuracy and present an appropriate work procedure.

  Next, the configuration of each part of the system according to the first embodiment of the present invention will be described in detail. FIG. 6 shows the configuration of the portable terminal 2 in the first embodiment of the present invention. As illustrated in FIG. 6, the mobile terminal 2 includes a control unit 201, an information transmission / reception unit 202, an information input unit 203, and a display unit 204.

  The control unit 201 is a calculation unit of the mobile terminal 2 and controls the information transmission / reception unit 202, the information input unit 203, and the display unit 204. The information transmitting / receiving unit 202 is a part connected to the failure estimation device 3 via the network 4. The information input unit 203 inputs a user name related to a computer device, a device model number, a failure phenomenon or operation status, an answer to a question necessary to narrow down the failure content, a keyword necessary to narrow down the failure content, and a work result. It is a part to do. The display unit 204 is a part that displays the work procedure received from the failure estimation device 3.

  FIG. 7 shows the configuration of the fault estimation apparatus 3 in the first embodiment of the present invention. As shown in FIG. 7, the failure estimation apparatus 3 includes a control unit 301, a failure estimation model management / generation unit 302, a guidance model management / generation unit 303, a failure flow / management unit 304, a user information database 305, , A work history information database 306, a parts information database 307, a device information database 308, a guidance information database 309, and a work procedure database 310.

  The control unit 301 is a calculation unit of the failure estimation apparatus 3, and includes a failure estimation model management / generation unit 302, a guidance model management / generation unit 303, a failure flow / management unit 304, a user information database 305, a work history This is a part that controls the information database 306, the component information database 307, the device information database 308, the guidance information database 309, and the work procedure database 310.

  The failure estimation model management / generation unit 302 realizes a function of generating / managing a failure estimation model necessary for estimating the failure content from the device information and the state information by data mining technology. The failure flow / management unit 304 includes a function of regenerating a failure estimation model based on the work result sent from the mobile terminal 2.

  The guidance model management / generation unit 303 realizes a function of generating / managing a guidance model for generating a question necessary for narrowing down the failure contents from the device information and the state information by data mining technology. The guidance model management / generation unit 303 includes a function of regenerating the guidance model based on the work result sent from the mobile terminal 2.

  The fault flow / management unit 304 generates a list of fault contents, identifies the fault contents, and manages a work procedure for the fault contents.

  The user information database 305 is a database that records information on user names, user individual management codes, delivered device names, device codes, and the number of devices. FIG. 8 shows an example of the user information database 305. In this example, the user information database 305 includes items of “user name”, “user code”, “computer name”, “computer model number”, “OS name used”, “number of units”, “delivery date”, and “remarks”. have.

  The work history information database 306 is a database that records past failure information for each user, work dates such as periodic inspections and improvement works, work contents, and the like. FIG. 9 is an example of the work history information database 306. In this example, the work history information database 306 has items of “user name”, “user code”, “work date”, “failure content”, “computer name”, “computer model number”, and “remarks”. Yes.

  The component information database 307 is a database that records information on component parts, component names, and the number of uses for each device. FIG. 10 is an example of the component information database 307. In this example, the component information database 307 includes items of “device model number”, “device name”, “component name”, “component number”, and “remarks”.

  The device information database 308 is a database that records a hierarchical structure and component parts for each device. FIG. 11 is an example of the device information database 308. In this example, the device information database 308 includes items of “device name”, “device model number”, “large unit”, “medium unit”, “small unit”, “part number”, “number of components”, and “remarks”. have.

  The guidance information database 309 is a database that records questions about the failure content. FIG. 12 is an example of the guidance information database 309. In this example, the guidance information database 309 includes items of “device name”, “device model number”, “failure phenomenon or operation status”, “question item”, “failure cause”, “suspected part”, and “remarks”. is doing.

  The work procedure database 310 is a database that records the work procedure and the certainty factor for the failure contents of the computer apparatus. FIG. 13 is an example of the work procedure database 310. In this example, the failure content is “HDD failure”, and “part name”, “part number”, “work procedure”, “transmission count”, “recovery count”, “confidence”, “remarks” Have items.

  FIG. 14 is a flowchart showing the operation of the first system of the present invention. In FIG. 14, when a failure or unstable operation occurs with respect to the computer apparatus 1 (step S101), the user makes a failure call to the maintenance worker (step S102).

  The maintenance worker connects from the portable terminal 2 to the failure estimation device 3 via the network 4 (step S103).

  The failure estimation device 3 transmits an information input screen 10 (see FIG. 2) for inputting a user name, a target device, a failure phenomenon, or an operation status related to the computer device 1 to the mobile terminal 2 via the network 4 (step S104). ).

  The maintenance worker inputs the user name, the target device, the failure phenomenon, or the operating status to the mobile terminal 2 (step S105). The mobile terminal 2 transmits the input user name, target device, failure phenomenon, or operation status to the failure estimation device 3 via the network 4, and the failure estimation device 3 receives information from the mobile terminal 2 ( Step S106).

  The failure estimation device 3 performs a character extraction process as shown in FIG. 15 when the failure estimation device 3 receives a failure phenomenon or operating status from the mobile terminal 2.

  That is, as illustrated in FIG. 15, when the failure estimation device 3 receives information on a failure phenomenon or an operation status from the mobile terminal 2 (step S201), the failure estimation device 3 starts a character string search (step S202). The search for the character string can be realized by, for example, performing a morphological analysis on the character string sent from the mobile terminal 2. In the morphological analysis, a character string is divided into minimum units having meanings such as nouns and verbs using a dictionary. The failure estimation device 3 extracts character information (step S203). When the character information is extracted, the failure estimation device 3 determines whether or not the character information for specifying the failure content has been acquired (step S204), and the character can be extracted. If not, the character input process is terminated. If character extraction cannot be performed, the portable terminal 2 is instructed to input again (step S205), and the process returns to step S201. By performing such processing, necessary information can be acquired from the information on the failure phenomenon or the operation status input as a character string.

  In FIG. 14, when the failure estimation device 3 receives information from the portable terminal 2 in step S <b> 106, the failure estimation model management / generation unit 302 generates a failure estimation model by specifying a user or device from the device model number information. The fault content estimation function is executed and a list of fault contents is generated by the data mining technique according to the algorithm shown in the equation (1), and a guidance model is generated by the guidance model management / generation unit 303. A function for narrowing down the contents is executed, and a question necessary for narrowing down the trouble contents is generated in the guidance type by the algorithm shown in the formula (2) (step S107). The device information can be obtained from all the information in the user information database 305, work history information database 306, parts information database 307, device information database 308, guidance information database 309, and work procedure database 310.

  The failure estimation device 3 transmits the failure content estimation screen 20 (see FIG. 3) including the generated failure content list and question to the mobile terminal 2 via the network 4 (step S108).

  The maintenance worker confirms the list of trouble contents and the question received in the portable terminal 2 and answers according to the contents. At this time, if a keyword is generated, the keyword is input (step S109). The portable terminal 2 transmits the answer and the keyword to the failure estimation device 3 via the network 4 (Step S110).

  The failure flow / management unit 304 of the failure estimation apparatus 3 determines whether or not the failure content has been specified based on whether or not the failure content has been narrowed to a predetermined value or less (step S111). Then, the process returns to step S107 to generate a list of trouble contents and a question. In step S107, the contents of the failure are narrowed down by the algorithm shown in the equation (3), and the process for generating the question necessary for narrowing down the failure content by the algorithm shown in the equation (2) is performed in the guidance type. By repeating the processing from step S107 to step S111, the failure contents are narrowed down.

  When the failure content is specified in step S111, the failure estimation device 3 displays the work procedure screen 30 (see FIG. 4) including the failure content and the work procedure from the work procedure database 310 based on the specified failure content. It transmits to the portable terminal 2 via the network 4 (step S112).

  The mobile terminal 2 displays the received failure content and work procedure (step S113), and the maintenance worker performs recovery work while confirming this content (step S114), and performs failure recovery of the computer device 1 (step S114). Step S115).

  After the failure of the computer apparatus 1 is recovered, the maintenance worker inputs the work result from the portable terminal 2 on the work result input screen 40 (see FIG. 5). At this time, the content of the failure received from the failure estimation device 3 and whether the failure has been recovered by the work procedure are matched or mismatched and the actual replacement part is input (step S116). The portable terminal 2 transmits the work result and information regarding the match or mismatch and the actual replacement part to the failure estimation device 3 via the network 4 (step S117).

  The failure estimation device 3 regenerates the failure estimation model based on the received work result (step S118). When coincidence is selected in step S116, the certainty of the fault contents in the fault estimation device 3 is increased. If mismatch is selected in step S116, it is registered as a new case, and the next failure phenomenon or operation status is displayed in the failure content list although the certainty level is low. As described above, the failure estimation apparatus 3 displays a list in the order in which the failure contents are suspicious, and narrows down a plurality of failure contents by answering the items displayed in the guidance.

  The failure estimation device 3 regenerates the guidance model based on the received work result (step S119). The guidance question item displays, for each failure list item, one or both of a new parameter that maximizes the certainty factor of the item and a parameter that minimizes the certainty factor in descending order of certainty factor. The new parameter here is selected from all parameters extracted from all events registered in all databases in the failure estimation device 3 or from parameters that have some relationship with the failure content. The parameter that maximizes (or minimizes) the certainty factor is a parameter that is extracted from the currently input failure phenomenon or operation status, and adds one of the previously selected parameters to estimate the failure content. This can be obtained by sequentially resetting the next parameter until the parameter having the highest (or lowest) result certainty is found.

  The estimation model that outputs the failure content corresponding to the parameters extracted from the accumulated failure phenomenon or operation status, and the change in the certainty of the failure content output by the estimation model when one other parameter is added Accordingly, the parameter indicating the maximum change is set as KWmax (or KWmin), and a table of all combinations is created. Next, an additional parameter estimation learning model is generated in which the parameter group and the failure phenomenon or the operation status are input and the parameter indicating the maximum change is output as KWmax (or KWmin). Estimate the failure contents from the failure phenomenon or operation status using the estimation model, and output the following parameters using the additional parameter estimation learning model from the current failure phenomenon or operation status and the estimated failure content. Is displayed as guidance.

  When the failure estimation model is regenerated in step S118 and the guidance model is regenerated in step S119, the failure estimation device 3 updates the data (step S120). As a result, it is possible to improve the estimation rate of the fault contents as the data is accumulated.

  As described above, according to the first embodiment of the present invention, the data mining technology is used to display a question necessary for narrowing down the failure contents of the computer device 1 to be maintained in a guidance format, By inputting an answer to the question and a keyword at the terminal 2, a work procedure appropriate for failure recovery is presented. By using such a data mining technique, it is possible to estimate a fault content with higher accuracy and present an appropriate work procedure.

  The present invention is not limited to the above-described embodiments, and various modifications and applications can be made without departing from the gist of the present invention.

1: Computer device 2: Mobile terminal 3: Failure estimation device 4: Network 10: Information input screen 11: User name input column 12: Device model number input column 13: Failure phenomenon and operation status input column 14: Send button 20 : Fault content estimation screen 21: Question column 22: Keyword column 23: Search button 30: Work procedure screen 40: Work result input screen 41: Work content column 42 a: Match button 42 b: Mismatch button 43: Complete button 201 : Control unit 202: Information transmission / reception unit 203: Information input unit 204: Display unit 301: Control unit 302: Failure estimation model management / generation unit 303: Guidance model management / generation unit 304: Failure flow / management unit 305: User information database 306: Work history information database 307: Parts information database 308: Device information database 309: For guidance information database 310: work procedure database

Claims (6)

A device maintenance system comprising a mobile terminal to which information related to a maintenance target device is input, and a failure estimation device connected to the mobile terminal via a network,
The failure estimation device includes:
Means for receiving, from the mobile terminal, identification information of the device and information on a failure phenomenon or operating status related to the device;
It means for extracting the character information for identifying received identification information of the device and the fault event or information from the failure contents of the operation situation by the morphological analysis,
When the identification information of the device is U and the character information for specifying the failure content is V, the parameters of the identification information U and the character information V using the algorithm of the failure estimation model F (U, V) Means for calculating a certainty factor representing the likelihood of the failure content, which is a value for the combination of the above, using a predetermined certainty factor calculation method, and outputting the failure content G based on the certainty factor,
The question parameter q is output when the certainty factor of the failure content G calculated by the algorithm of a predetermined guidance model F (U, V, q) using the question parameter q acquired from the guidance information database changes more than a certain value. Means to
Means for transmitting to the mobile terminal a failure content estimation screen including at least the failure content G, the question parameter q, and a keyword input field for the failure phenomenon or operation status;
The new character information A, the character information V based on the answer information about the question indicated by the question parameter q received from the mobile terminal after transmission of the failure content estimation screen and the keyword input in the keyword input field, and the character information V Means for outputting the failure content G by the algorithm of the failure estimation model F (U, V, A) using the identification information U until the number of the failure content G becomes a predetermined value or less, and the question parameter q Means for determining that the processing by the means for outputting and the means for transmitting the failure content estimation screen to the portable terminal are repeated;
When the number of the fault contents G is equal to or less than a predetermined value, the work procedure information recorded in the work procedure database associated with the identification information of the fault contents G is read, and the read corresponding to the fault contents G is read. Means for transmitting information on the work procedure screen including the work procedure information to the portable terminal,
The portable terminal is
Means for accepting input of identification information of the maintenance target device and information of the failure phenomenon or operation status, and transmitting the identification information of the device and information of the failure phenomenon or operation status to the failure estimation device;
Means for transmitting the answer of the question indicated by the question parameter q input based on the received display of the failure content estimation screen and the keyword input in the keyword input field to the failure estimation device;
Means for receiving and displaying information on the work procedure screen;
A device maintenance system comprising: The failure estimation device includes:
  Means for transmitting information prompting re-input of information on the failure phenomenon or operation status to the portable terminal when character information for specifying the failure content cannot be extracted from the information on the failure phenomenon or operation status by morphological analysis;
The apparatus maintenance system according to claim 1, further comprising: A device maintenance method of a device maintenance system comprising a mobile terminal to which information related to a maintenance target device is input, and a failure estimation device connected to the mobile terminal via a network,
The portable terminal is
Accepting the input of the identification information of the maintenance target device and information on the failure phenomenon or operation status of the device, and transmitting the identification information of the device and the failure phenomenon or operation status information to the failure estimation device,
The failure estimation device includes:
Receiving the identification information of the device and information on the failure phenomenon or operating status from the mobile terminal ;
The character information for identifying the type of the failure received identification information of the device from the fault event or the operating status information extracted by the morphological analysis,
When the identification information of the device is U and the character information for specifying the failure content is V, the parameters of the identification information U and the character information V using the algorithm of the failure estimation model F (U, V) A certainty factor representing the likelihood of the failure content, which is a value for the combination of the above, is calculated using a predetermined certainty factor calculation method, and the failure content G is output based on the certainty factor,
The question parameter q is output when the certainty factor of the failure content G calculated by the algorithm of a predetermined guidance model F (U, V, q) using the question parameter q acquired from the guidance information database changes more than a certain value. And
Transmitting the failure content estimation screen including at least the failure content G, the question parameter q, and the keyword input field of the failure phenomenon or operation status to the mobile terminal;
The portable terminal is
The question answer indicated by the question parameter q input based on the received display of the failure content estimation screen and the keyword input in the keyword input field are transmitted to the failure estimation device,
The failure estimation device includes:
The new character information A, the character information V based on the answer information about the question indicated by the question parameter q received from the mobile terminal after transmission of the failure content estimation screen and the keyword input in the keyword input field, and the character information V Using the identification information U, the processing for outputting the failure content G, the processing for outputting the question parameter q, and the failure content estimation screen until the number of the failure content G becomes a predetermined value or less. Decide to repeat the process of sending to the terminal,
When the number of the fault contents G is equal to or less than a predetermined value, the work procedure information recorded in the work procedure database associated with the identification information of the fault contents G is read, and the read corresponding to the fault contents G is read. Information on the work procedure screen including the work procedure information obtained to the portable terminal,
The portable terminal is
An apparatus maintenance method comprising receiving and displaying information on the work procedure screen . The failure estimation device includes:
When character information for identifying the failure content cannot be extracted from the failure phenomenon or operation status information by morphological analysis, information prompting to re-input the failure phenomenon or operation status information is transmitted to the portable terminal. The apparatus maintenance method according to claim 3 . A failure estimation device that is connected via a network to a portable terminal to which information related to a maintenance target device is input, and that estimates and presents a failure of the maintenance target device based on information from the portable terminal,
Means for receiving, from the mobile terminal, identification information of the device and information on a failure phenomenon or operating status related to the device;
It means for extracting the character information for identifying received identification information of the device and the fault event or information from the failure contents of the operation situation by the morphological analysis,
When the identification information of the device is U and the character information for specifying the failure content is V, the parameters of the identification information U and the character information V using the algorithm of the failure estimation model F (U, V) Means for calculating a certainty factor representing the likelihood of the failure content, which is a value for the combination of the above, using a predetermined certainty factor calculation method, and outputting the failure content G based on the certainty factor,
The question parameter q is output when the certainty factor of the failure content G calculated by the algorithm of a predetermined guidance model F (U, V, q) using the question parameter q acquired from the guidance information database changes more than a certain value. Means to
Means for transmitting to the mobile terminal a failure content estimation screen including at least the failure content G, the question parameter q, and a keyword input field for the failure phenomenon or operation status;
The new character information A, the character information V based on the answer information about the question indicated by the question parameter q received from the mobile terminal after transmission of the failure content estimation screen and the keyword input in the keyword input field, and the character information V Means for outputting the failure content G by the algorithm of the failure estimation model F (U, V, A) using the identification information U until the number of the failure content G becomes a predetermined value or less, and the question parameter q Means for determining that the processing by the means for outputting and the means for transmitting the failure content estimation screen to the portable terminal are repeated;
When the number of the fault contents G is equal to or less than a predetermined value, the work procedure information recorded in the work procedure database associated with the identification information of the fault contents G is read, and the read corresponding to the fault contents G is read. Means for transmitting information on the work procedure screen including the work procedure information to the portable terminal,
A failure estimation apparatus comprising:   Means for transmitting information prompting re-input of information on the failure phenomenon or operation status to the portable terminal when character information for specifying the failure content cannot be extracted from the information on the failure phenomenon or operation status by morphological analysis;
The failure estimation apparatus according to claim 5, comprising:

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