JP5791122B2 - Work support system, server device, work support method and program - Google Patents

Description

  The present invention relates to a work support system, a server device, a work support method, and a program, and more particularly, to a work support system, a server device, a work support method, and a program for guiding an operator to a work site.

  When performing maintenance work on devices (computers, network devices, etc.) subject to maintenance, the call center that received the maintenance request notifies the worker of information indicating the work location, and the worker performs maintenance based on the notified information. You will head to the work site where the target device is installed.

  As a related technique, Patent Document 1 stores in advance a user's planned route information including location information in a server, acquires the user's current location information from a PDA (Personal Digital Assistant), and acquires the planned route information and the acquired current location. An outdoor guide system for outputting guide information based on information to a PDA is described.

  Patent Document 2 describes a maintenance service management system that accepts a call related to a system device from a customer, arranges a customer engineer according to the content of the call, and manages the progress and completion of the maintenance service by the customer engineer. Yes.

  Further, in Patent Document 3, a device model number is transmitted from a computer to a support center. If the computer is not recorded in the work information database, the support center states that the computer is not a computer device to be worked on. A maintenance management system to notify the telephone is described.

JP 2003-014488 A JP 2003-296480 A JP 2009-175914 A

  The entire disclosure of the above patent document is incorporated herein by reference. The following analysis was made by the present inventors.

  When a worker (for example, a customer engineer, a maintenance engineer, or a maintenance person who performs maintenance work) goes to a work place where the work (for example, maintenance work or the like) is performed, he or she makes a work request (for example, a maintenance work request). The customer name, address, etc. transmitted from the received call center, etc. are received by the mobile communication terminal carried by him / her, and the received customer name, address, etc. are confirmed, the work place is specified, and the visit is made. Hereinafter, information (for example, customer name, address, etc.) indicating a place where the work is performed is referred to as “work place information”.

  Here, the mobile communication terminal may be, for example, a mobile phone, a smartphone, a PHS (Personal Handyphone System), a personal computer having a communication function, or a game machine. In addition, the store name may be used instead of the customer name, and information other than these may be used as long as the information identifies the customer. In addition, other information may be used instead of the address as long as the position and location are specified. Further, the address etc. may be transmitted and received together with the customer name, or the address linked to the customer name is obtained from the database stored in the mobile communication terminal from the customer name etc. Also good. In addition, a search for an address or the like from the database may be performed based on an application installed in the mobile communication terminal. Here, the database may be a newly configured general database, in which information specifying a customer such as a customer name and its address are associated with the existing telephone directory of the mobile communication terminal and registered. It may be a thing.

  According to such a visiting method, there is a possibility that a visit destination may be identified and an incorrect place may be visited without confirming all the work place information received by the mobile communication terminal based on the experience and assumption of the worker.

  In the technique described in Patent Literature 1, since the user's scheduled route information including location information is registered in the server by the user himself, there is no possibility that the user will make a mistake in the destination.

  Further, neither the maintenance service management system described in Patent Document 2 nor the maintenance management system described in Patent Document 3 induces an operator and cannot solve the above-described problem.

  Therefore, it is desired to prevent the worker who is notified of the work location information from making a mistake in the destination. An object of the present invention is to provide a server device, a work support system, a work support method, and a program that contribute to such a demand.

The server device according to the first aspect of the present invention provides:
A holding unit for holding work place information indicating a work place where work is performed;
A communication unit for transmitting the work location information to a mobile communication terminal connected via a network, and receiving information indicating the position of the mobile communication terminal detected by the mobile communication terminal as position information;
A determination unit that determines, based on the work location information and the position information, whether or not an operator carrying the mobile communication terminal is heading to the work location;
The communication unit transmits the determination result to the mobile communication terminal ,
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the communication unit receives information indicating that the mobile communication terminal has arrived from the mobile communication terminal, the mobile communication terminal Determine whether the location of the terminal and the work location match,
When the position of the mobile communication terminal does not match the work place, the communication unit transmits to the mobile communication terminal that the work place where the worker has arrived is an error .

The work support system according to the second aspect of the present invention is:
A portable communication terminal connected via a network and a server device;
The mobile communication terminal includes a detection unit that detects a position of the mobile communication terminal;
A transmission unit that transmits information representing the position detected by the detection unit to the server device as position information;
The server device includes a holding unit that holds work place information indicating a work place where work is performed;
A communication unit for transmitting the work location information to the mobile communication terminal;
A determination unit that determines, based on the work location information and the position information, whether or not an operator carrying the mobile communication terminal is heading to the work location;
The communication unit transmits the determination result to the mobile communication terminal ,
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the communication unit receives information indicating that the mobile communication terminal has arrived from the mobile communication terminal, the mobile communication terminal Determine whether the location of the terminal and the work location match,
When the position of the mobile communication terminal does not match the work place, the communication unit transmits to the mobile communication terminal that the work place where the worker has arrived is an error .

The work support method according to the third aspect of the present invention is:
A process in which the server device transmits work place information representing a work place where work is performed to a mobile communication terminal connected via a network;
Receiving information representing the position of the mobile communication terminal detected by the mobile communication terminal as position information;
Determining whether an operator carrying the mobile communication terminal is heading to the work location based on the work location information and the position information, and transmitting the determination result to the mobile communication terminal;
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the information that the communication unit has arrived from the mobile communication terminal is received, the position of the mobile communication terminal and the Determining whether or not the work location matches;
And a step of transmitting to the mobile communication terminal that the work place where the worker has arrived is incorrect if the position of the mobile communication terminal does not match the work place .

The program according to the fourth aspect of the present invention is:
A process of transmitting work place information representing a work place where work is performed to a mobile communication terminal connected via a network;
A process of receiving information representing the position of the mobile communication terminal detected by the mobile communication terminal as position information;
Based on the work location information and the position information, it is determined whether an operator carrying the mobile communication terminal is heading to the work location, and the determination result is transmitted to the mobile communication terminal;
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the information that the communication unit has arrived from the mobile communication terminal is received, the position of the mobile communication terminal and the A process for determining whether or not the work place matches,
If the position of the mobile communication terminal does not match the work location, the computer is caused to execute a process of transmitting to the mobile communication terminal that the work location where the worker has arrived is an error .
The program can be provided as a program product recorded on a non-transitory computer-readable storage medium.

  According to the server device, the work support system, the work support method, and the program according to the present invention, it is possible to prevent the worker who is notified of the work place information from making a mistake in the destination.

It is a block diagram which shows the structure of the work assistance system which concerns on one Embodiment as an example. It is a block diagram which shows the structure of the server apparatus in the work assistance system which concerns on one Embodiment as an example. It is a flowchart which shows operation | movement of the work assistance system which concerns on one Embodiment as an example. It is a block diagram which shows the structure of the work assistance system which concerns on 1st Embodiment as an example. It is a flowchart which shows operation | movement of the work assistance system which concerns on 1st Embodiment as an example.

  First, an outline of a work support system according to an embodiment will be described. Note that the reference numerals of the drawings attached to this summary are merely examples for facilitating understanding, and are not intended to limit the present invention to the illustrated embodiment.

  FIG. 1 is a block diagram illustrating an example of a configuration of a work support system according to an embodiment. Referring to FIG. 1, the work support system includes a mobile communication terminal 10 and a server device 20 connected via a network 40. FIG. 2 is a block diagram illustrating the configuration of the server device 20 as an example.

  Referring to FIG. 1, the mobile communication terminal 10 includes a detection unit 11 and a transmission unit 12. The detection unit 11 detects the position of the mobile communication terminal 10. The transmission unit 12 transmits information representing the position detected by the detection unit 11 to the server device 20 as position information.

  With reference to FIGS. 1 and 2, the server device 20 includes a holding unit 24, a communication unit 22, and a determination unit 23. The holding unit 24 holds work place information indicating a work place where work is performed. The communication unit 22 transmits the work location information held by the holding unit 24 to the mobile communication terminal 10. Based on the work location information and the position information received from the mobile communication terminal 10, the determination unit 23 determines whether the worker carrying the mobile communication terminal 10 is heading for the work location indicated by the work location information. In addition, the communication unit 22 transmits the determination result by the determination unit 23 to the mobile communication terminal 10.

  The determination unit 23 may determine whether the worker is heading to the work place based on the passage of time of the distance between the position of the mobile communication terminal 10 and the work place. Further, the determination unit 23 determines whether or not the worker is heading to the work place based on the route determined using the departure point and the work place of the worker and the position of the mobile communication terminal 10. Also good. Further, the determination unit 23 may determine whether or not the worker is heading to the work place based on the elapsed time of the distance along the determined route between the position of the mobile communication terminal 10 and the work place. Good. Further, the determination unit 23 determines whether or not the worker is heading to the work place based on whether or not the distance between the position of the mobile communication terminal 10 and the determined route is equal to or greater than a predetermined distance. Also good.

  According to such a work support system, it is possible to prevent the worker from going to a place different from the work place indicated by the work place information notified from the server device 20. Further, since the worker can be notified that the destination is wrong while the worker is heading for the work place, the destination error can be corrected at an early stage.

  Further, the determination unit 23 receives information indicating that the worker has arrived from the mobile communication terminal 10 when the position of the mobile communication terminal 10 does not move more than a predetermined distance over a predetermined period. In this case, it may be determined whether or not the position of the mobile communication terminal 10 matches the work place indicated by the work place information. At this time, the communication unit 22 transmits the determination result by the determination unit 23 to the mobile communication terminal 10.

  According to such a work support system, it is possible to notify the worker of an error when the worker arrives at a work place that is mistaken. Therefore, before the worker starts work at the wrong work place, the worker can be pointed out an error, and the worker can be prevented from starting unnecessary work.

  Next, the operation of the work support system (FIGS. 1 and 2) according to an embodiment will be described with reference to the drawings. FIG. 3 is a flowchart illustrating an operation of the work support system according to the embodiment as an example.

  Referring to FIG. 3, the communication unit 22 of the server device 20 transmits the work place information representing the work place where the work is performed, stored in the holding unit 24, to the mobile communication terminal 10 connected via the network 40. (Step S1).

  Next, the transmission unit 12 of the mobile communication terminal 10 transmits information representing the position of the mobile communication terminal 10 detected by the detection unit 11 to the server device 20 as position information (step S2). Note that the detection unit 11 may periodically detect the position, and the transmission unit 12 may periodically transmit the detected position to the server device 20.

  The determination unit 23 determines whether or not the worker carrying the mobile communication terminal 10 is heading to the work place based on the work place information and the position information (step S3). Next, the communication part 22 transmits the determination result by the determination part 23 to the portable communication terminal 10 (step S4).

  Based on the operator's operation, the mobile communication terminal 10 may send a message to the server device 20 that it has arrived at the destination (step S5).

  The determination unit 23 of the server device 20 receives the information indicating that the mobile communication terminal 10 has arrived from the mobile communication terminal 10 when the position of the mobile communication terminal 10 does not move more than a predetermined distance over a predetermined period (step S6). Yes), it is determined whether or not the position of the mobile communication terminal 10 matches the work place (step S7). In other cases (No in step S6), the process of the server device 20 returns to step S3. Moreover, the communication part 22 transmits the determination result by the determination part 23 to the portable communication terminal 10 (step S8).

  In the following, the work support system according to an embodiment will be described in more detail by taking as an example a case where a customer engineer performs maintenance work. However, in the present invention, the content of the work is not limited to the maintenance work, and the occupation type of the worker is not limited to the customer engineer.

  First, when the call center or the like receives a request for maintenance or the like, the server device 20 registers information for specifying a customer or the like who has a maintenance request in the holding unit 24. The server device 20 may recognize the customer information specified by the question and answer with the synthesized voice and automatically register it in the holding unit 24.

  The communication unit 22 provides information (customer name, address, management number, device model number, etc.) for specifying a destination to the mobile communication terminal 10 of a customer engineer (maintenance technician, maintenance person, etc.) Information is transmitted (step S1 in FIG. 3). The communication unit 22 may transmit the brought items (parts, tools) to the mobile communication terminal 10 together. Further, the work place information may include not only the address and position data but also information (for example, a management number, a device model number, etc.) such as a target device that is to be maintained in a destination building. Good. Hereinafter, information (management number, device model number, etc.) indicating a device to be worked is referred to as “target device information”. Further, the transmission of information by the communication unit 22 may be an e-mail, or may be made to obtain information directly from the server device 20 by operating application software on the mobile communication terminal 10 side and connecting to the server device 20. .

  While the customer engineer is moving, the detection unit 11 of the mobile communication terminal 10 possessed by the customer engineer detects position information. The transmission unit 12 transmits the position information detected by the detection unit 11 to the server device 20 (step S2). Here, the position information may be position information based on GPS (Global Positioning System), or position information based on A-GPS (Assisted Global Positioning System, assist GPS). In addition, the position information may be position information obtained from the position of the base station that is connected by wireless communication, or a plurality of base stations that are connected using the communication radio wave intensity with the plurality of connected base stations. Position information obtained by calculating the position from the distance between the mobile communication terminal 10 and the mobile communication terminal 10 may be used. That is, the detection method used by the detection unit 11 is not particularly limited.

  During the movement of the customer engineer, the transmission unit 12 of the mobile communication terminal 10 possessed by the customer engineer sends the location information of the mobile communication terminal 10 to the server device 20 at predetermined intervals, and the determination unit 23 of the server device 20 confirms the following confirmation I do.

  The determination unit 23 of the server device 20 determines whether the customer engineer is correctly heading toward the target destination (that is, the work location indicated by the work location information), is approaching the target destination, or is different from the target destination. It is confirmed whether it is not heading or the destination is wrong (step S3). The determination unit 23 can use, for example, the following methods (1) to (3) as a confirmation method.

  (1) The determination unit 23 confirms whether the distance between the target destination and the mobile communication terminal 10 is short. The determination unit 23 may check whether the moving average value based on the predetermined time of the distance between the target destination and the mobile communication terminal 10 is close, although there may be some variation. Also good. Here, the determination unit 23 may average the position information during a predetermined time interval. Further, the determination unit 23 may use a distance at an intermediate time of the predetermined time, a distance at the first time of the predetermined time, or a distance at the last time of the predetermined time.

  (2) The determination unit 23 confirms in advance that there is no deviation from a route (route) that is determined in advance based on the departure location of the customer engineer and the destination that is the designated arrival location. Further, the determination unit 23 may confirm that the mobile communication terminal 10 has not deviated from the determined route by more than a predetermined distance determined in advance by a linear distance or the like.

  (3) The determination unit 23 obtains one or more routes between the departure place and the destination of the customer engineer using known search software or a route search function provided on the Internet, It is confirmed that the mobile communication terminal 10 exists on one or more routes obtained. Further, the determination unit 23 may confirm that the distance from the one or two or more routes obtained by the mobile communication terminal 10 is not more than a predetermined distance determined in advance by a linear distance or the like.

  Further, the determination unit 23 may determine that the destination is incorrect when any one, a plurality, or all of the above conditions (1) to (3) are not satisfied. Furthermore, when the determination unit 23 determines that the destination is incorrect, the communication unit 22 may transmit a notification to that effect to the mobile communication terminal 10 (step S4).

  Next, the determination unit 23 determines that the customer engineer has arrived at the destination (step S6). The determination unit 23 can use the following method (A) or (B) as a determination method.

  (A) The determination unit 23 may determine that the mobile communication terminal 10 has arrived when the position of the mobile communication terminal 10 does not move for a predetermined time (may be determined in advance) (Yes in step S6). .

  (B) When the customer engineer arrives at the target location, based on the operation of the customer engineer, the mobile communication terminal 10 has a predetermined destination (the server device 20 having the communication unit 22 having a mail receiving function may be the destination). An e-mail indicating that it has arrived is transmitted (step S5). Here, the mobile communication terminal 10 may send an email with no text, and the determination unit 23 may determine that the customer engineer has arrived at the target location based on the reception of the email without the text (Step S6). Yes). In addition, the mobile communication terminal 10 may send an email with a predetermined text according to the operation of the customer engineer, and the determination unit 23 may determine that it has arrived by receiving the email with the predetermined text. Good (Yes in step S6).

  The determination unit 23 of the server device 20 may be the position information of the instructed address, that is, the address of the customer who requested the maintenance or the like (anything may be used as long as it specifies the position and location. Information such as the address) If it is, it may be converted into position information such as GPS) and the latest (or within a predetermined time) position information transmitted from the mobile communication terminal 10 is compared. It is determined that the customer is a customer (step S7). The communication unit 22 of the server device 20 may transmit information indicating that the customer is an incorrect customer to the mobile communication terminal 10 (step S8).

  When the customer engineer operates the mobile communication terminal 10 after arrival, the transmission unit 12 of the mobile communication terminal 10 transmits identification information identifying the device (maintenance or repair target candidate device) to the server device 20. For example, the following methods (a) to (c) can be used as a method by which the transmission unit 12 transmits the identification information.

  (A) The transmission unit 12 may transmit identification information for identifying a device such as a device name and a device model number input to the mobile communication terminal 10 by the customer engineer to the server device 20.

  (B) The transmission unit 12 uses an RF / ID (Radio-Frequency Identification) (wireless IC tag (wireless integrated circuit tag)) that stores identification information such as a device model number by a device name attached to the device. The identification information may be read using the mobile communication terminal 10 having the RF / ID reader function and transmitted to the server device 20.

  (C) The transmission unit 12 captures identification information such as a device name, a device model number, and a barcode (which may be a two-dimensional barcode) attached to the device using a camera function of the mobile communication terminal 10. Alternatively, it may be transmitted to the server device 20. The transmission unit 12 may acquire identification information such as a device name and a device model number by a known character reading function (character recognition), and may transmit the identification information to the server device 20.

  The server device 20 receives identification information for identifying the device from the mobile communication terminal 10. Instead of transmitting the identification information for identifying the device from the mobile communication terminal 10 to the server device 20, the server device 20 receives the information from a database recorded in advance in another server device installed at the destination of the mobile communication terminal 10. Identification information may be obtained. The server device 20 determines whether the maintenance target device indicated by the target device information matches the device indicated by the identification information received from the mobile communication terminal 10.

  If the two devices do not match as a result of the comparison, the server device 20 causes the mobile communication terminal 10 to display that the device represented by the identification information acquired by the mobile communication terminal 10 is not a maintenance target device. It may be. Further, the server device 20 may transmit information indicating that the device is not a maintenance target device to a predetermined notification destination. Further, the server device 20 obtains information identifying the customer and location where the target device is installed from its own database, and transmits information identifying the customer, information identifying the location, etc. to another customer engineer. May be. Further, the server device 20 may also transmit information for specifying the target device to another customer engineer.

  According to this work support system, the server device 20 can check the location information of the mobile communication terminal 10 carried by the customer engineer, thereby preventing an error in the destination location of the maintenance work.

  In addition, by comparing the device indicated by the identification information acquired at the arrival destination of the customer engineer with the device indicated by the target device information included in the maintenance request received by the call center or the like, maintenance work is performed on the device that is not the maintenance target. It is possible to prevent interruption of the customer's business.

<Embodiment 1>
Next, the work support system according to the first embodiment will be described with reference to the drawings. FIG. 4 is a block diagram illustrating an example of the configuration of the work support system according to the present embodiment.

  Referring to FIG. 4, the work support system includes a mobile communication terminal 10 and a server device 20 connected via the Internet 30. The mobile communication terminal 10 may be connected to the Internet 30 via a mobile phone network. The mobile communication terminal 10 is a terminal having a wireless LAN (Local Area Network) function, and may be connected to the Internet 30 via a wireless LAN access point.

  The server device 20 is installed in a call center as an example. However, instead of providing the server device 20 at the call center, the server device 20 may be installed at a location where the call center can be connected via a network.

  Referring to FIG. 4, the server device 20 includes a communication unit 22, a determination unit 23, a holding unit 24, and a database 25.

  The holding unit 24 includes a database 25 that holds work place information that represents a work place where the work is performed and holds target device information that represents a target device that is a work target. The holding unit 24 stores the customer name, address, and the like related to the maintenance work accepted by the call center in the database as work location information, and stores the device name and the like related to the maintenance work in the database 25 as target device information.

  Here, the customer name may be other information (customer abbreviation, customer ID, etc.) for identifying the customer. Moreover, you may use the other information (area name, nearest station name, building name, etc.) which specifies a customer's position instead of an address. Furthermore, instead of the device name, other information for specifying the device such as a device model number may be used. Note that the storage unit 14 on the mobile communication terminal 10 side may hold a database of customer names, customer addresses, device names, and the like.

  The communication unit 22 transmits work place information to the mobile communication terminal 10 connected via the Internet 30. In addition, the communication unit 22 receives information indicating the position of the mobile communication terminal 10 detected by the mobile communication terminal 20 as position information. The communication unit 22 may have a mail transmission / reception function.

  Based on the work location information held by the holding unit 24 and the received position information, the determination unit 23 determines whether or not the worker carrying the mobile communication terminal 10 is moving toward the work location represented by the work location information. To do. The communication unit 22 transmits the determination result by the determination unit 23 to the mobile communication terminal 10.

  In addition, when the position of the mobile communication terminal 10 does not move more than a predetermined distance over a predetermined period, or when the communication unit 22 receives information that the communication unit 22 has arrived from the mobile communication terminal 10, It is determined whether or not the position of the communication terminal 10 matches the work place indicated by the work place information. The communication unit 22 transmits the determination result by the determination unit 23 to the mobile communication terminal 10.

  Further, the communication unit 22 receives identification information for identifying the device acquired by the mobile communication terminal 10 from the mobile communication terminal 10. The determination unit 23 determines whether the target device represented by the target device information matches the device identified by the identification information based on the target device information and the identification information. The communication unit 22 transmits the determination result by the determination unit 23 to the mobile communication terminal 10.

  Referring to FIG. 4, the mobile communication terminal 10 includes a detection unit 11, a transmission unit 12, a comparison unit 13, a storage unit 14, and an acquisition unit 15. The acquisition unit 15 includes an input unit 16, an RF / ID reader unit 17, and an imaging unit 18. The acquisition unit 15 does not have to include all of the input unit 16, the RF / ID reader unit 17, and the imaging unit 18, and may include at least one of them.

  The transmission unit 12 connects to the Internet 30 via a mobile phone communication network (or the mobile communication terminal 10 having a wireless LAN function via an access point of a wireless LAN). The transmission unit 12 may include a mail transmission / reception function. Further, the transmission unit 12 may have a wireless LAN connection function.

  The detection unit 11 detects the position of the mobile communication terminal 10. The transmission unit 12 transmits information representing the position detected by the detection unit 11 to the server device 20 as position information.

  The storage unit 14 stores the received data. The storage unit 14 may have a database of customer names, customer addresses, device names, and the like, and may hold target device information representing target devices to be worked.

  The acquisition unit 15 acquires identification information, which is information for identifying a device, using any of the input unit 16, the RF / ID reader unit 17, and the imaging unit 18. The transmission unit 12 transmits the identification information acquired by the acquisition unit 15 to the server device 20.

  The input unit 16 receives identification information input by a customer engineer. The RF / ID reader unit 17 reads the identification information recorded in the RF / ID. The imaging unit 18 photographs the identification information attached to the device. The input unit 16, the RF / ID reader unit 17, and the imaging unit 18 are merely examples, and the means by which the acquisition unit 15 acquires the identification information is not limited thereto.

  When the storage unit 14 holds the target device information, the comparison unit 13 compares the device indicated by the identification information acquired by the acquisition unit 15 with the device represented by the target device information held by the storage unit 14. Determine whether the devices match.

  FIG. 5 is a flowchart showing an example of the operation of the work support system according to the present embodiment. The operation of the work support system according to the present embodiment will be described in detail with reference to the block diagram of FIG. 4 and the flowchart of FIG.

  First, the communication unit 22 of the server device 20 has information (customer name, address) for specifying a destination (working place) for the mobile communication terminal 10 carried by a customer engineer (maintenance technician, maintenance person, etc.). , Management number, device model number) is transmitted as work place information (step A1). Here, the communication unit 22 may also transmit information on the items (parts, tools) to be brought to the mobile communication terminal 10. Further, the communication unit 22 may transmit the work place information by mail. On the other hand, the work location information may be received from the server device 20 by application software running on the mobile communication terminal 10 side.

  Next, while the customer engineer is moving, the transmission unit 12 of the mobile communication terminal 10 transmits the position information detected by the detection unit 11 to the server device 20 (step A2).

  When the maintenance engineer is moving, the transmission unit 12 of the mobile communication terminal 10 sends the position information of the mobile communication terminal 10 detected by the detection unit 11 to the server device 20 at predetermined intervals, and the determination unit of the server device 20 23 confirms at least one of the following (1) to (3) (step A3).

  (1) The determination unit 23 confirms that the distance between the position of the mobile communication terminal 10 and the work place indicated by the work place information is short.

  (2) The determination unit 23 confirms that the mobile communication terminal 10 has not deviated from a route (route) determined in advance based on the departure location of the customer engineer and the work location indicated by the work location information.

  (3) The determination unit 23 searches for one or more routes (routes) between the departure location of the customer engineer and the work location indicated by the work location information by using known search software or the Internet 30. It is obtained using the function, and it is confirmed that the mobile communication terminal 10 exists on the obtained one or more routes.

  The determination unit 23 of the server device 20 determines that the destination of the customer engineer is incorrect when any of the above conditions (1) to (3) or a combination of a plurality of these conditions is not satisfied. Then, the communication unit 22 transmits a notification that the destination is incorrect to the mobile communication terminal 10.

  Note that GPS (Global Positioning System) or A-GPS (Assisted GPS) may be used as position detection means by the detection unit 11. In addition, the detection unit 11 may detect the position of the base station to which the mobile communication terminal 10 is connected as a detection position, or detect the position from the strength of radio waves between a plurality of base stations. The position detection may be performed using any method.

  Further, the determination unit 23 of the server device 20 performs the following determination (A) or (B) based on the position information transmitted from the mobile communication terminal 10 (step A4).

  (A) The determination unit 23 determines that the mobile communication terminal 10 has arrived when the position of the mobile communication terminal 10 does not move for a predetermined time (which may be determined in advance).

  (B) When the customer engineer arrives, he / she operates the mobile communication terminal 10 to send a mail indicating that he / she has arrived at a predetermined destination (the server device 20 including the communication unit 22 having a mail receiving function may be the destination). To do. For example, the customer engineer may operate the mobile communication terminal to send a mail without a text or a mail with a predetermined text to the server device 20. The determination unit 23 of the server device 20 determines that the customer engineer has arrived based on the reception of the mail.

  When it is determined that the customer engineer has arrived, or when the server apparatus 20 obtains information indicating that the customer engineer has arrived from the mobile communication terminal 10, the work location indicated by the work location information and the mobile communication terminal 10. If the two do not match, information indicating that the destination is incorrect (that is, not the customer who issued the maintenance request) is transmitted to the mobile communication terminal 10.

  Note that the determination unit 23 may simultaneously perform the operations of Step A3 and Step A4. The determination unit may perform the operations of Step A3 and Step A4 in reverse order. Furthermore, the determination unit 23 may repeatedly perform the operation of Step A3 and / or Step A4.

  The acquisition unit 15 acquires identification information for identifying the device in accordance with the operation of the customer engineer who has arrived at the destination. The transmission unit 12 transmits the identification information acquired by the acquisition unit 15 to the server device 20 (step A5). Here, the acquisition unit 14 may acquire the identification information by any one of the following methods (a) to (c), for example.

  (A) The acquisition unit 15 receives information indicating a device such as a device name and a device model number input by a customer engineer as identification information via the input unit 16.

  (B) The acquisition unit 15 uses an RF name ID (Radio-Frequency Identification, wireless IC tag (wireless integrated circuit tag)) that stores identification information such as a device model number as a device name attached to the device, and performs RF The identification information is read using the RF / ID reader unit 17 having an ID reading function.

  (C) The acquisition unit 15 captures the identification information such as the device name and device model number attached to the device using the imaging unit 18 having a camera function. Moreover, the acquisition part 15 may acquire identification information, such as an apparatus name and an apparatus model number, using a well-known character reading function.

  Next, the determination unit 23 of the server device 20 that has received the identification information compares the device represented by the target device information held by the holding unit 24 with the device indicated by the identification information received from the mobile communication terminal 10 (step A6). ). Instead of transmitting the identification information from the mobile communication terminal 10 to the server device 20, the determination unit 23 obtains the identification information of the device installed at the destination of the customer engineer from the database held in advance by the server device 20. May be.

  When the determination unit 23 determines that the device indicated by the identification information and the device indicated by the target device information do not match, the communication unit 22 of the server device 20 determines that the device indicated by the identification information is a maintenance target. Information indicating that the device is not the device is transmitted (step A7).

  When the target device information recorded in the holding unit 24 of the server device 20 is also held in the storage unit 14 of the mobile communication terminal 10, the comparison unit 13 of the mobile communication terminal 10 acquires the identification information acquired by the acquisition unit 15. May be compared with the device represented by the target device information held by the storage unit 14 to determine whether or not both devices match.

  Further, the server device 20 may transmit an instruction of a new destination or target device to another customer engineer (step A8).

  According to the work support system of this embodiment, it is possible to prevent an error in the destination location of the maintenance work. The reason is that the server device 20 confirms the position information of the mobile communication terminal 10 carried by the customer engineer, determines whether it is heading to the correct work place, and notifies the mobile communication terminal 10 of the determination result. .

  Further, according to the work support system of the present embodiment, it is possible to prevent the customer business from being stopped by starting work without noticing an error. The reason is that the target device information acquired by the customer engineer is compared with the target device information received by the call center, and if it does not match, the fact is notified to the mobile communication terminal 10 carried by the customer engineer.

  Further, it is possible to prevent time loss by preventing the above-mentioned error or notifying a customer engineer early.

  It should be noted that the disclosures of prior art documents such as the above patent documents are incorporated herein by reference. Within the scope of the entire disclosure (including claims) of the present invention, the embodiment can be changed and adjusted based on the basic technical concept. Further, various combinations or selections of various disclosed elements (including each element of each claim, each element of each embodiment, each element of each drawing, etc.) are possible within the scope of the claims of the present invention. It is. That is, the present invention of course includes various variations and modifications that could be made by those skilled in the art according to the entire disclosure including the claims and the technical idea. In particular, with respect to the numerical ranges described in this document, any numerical value or small range included in the range should be construed as being specifically described even if there is no specific description.

In addition, in this invention, the form described as an appendix below is possible.
[Appendix 1]
It is as the server apparatus which concerns on the said 1st viewpoint.
[Appendix 2]
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the communication unit receives information indicating that the mobile communication terminal has arrived from the mobile communication terminal, the mobile communication terminal Determine whether the location of the terminal and the work location match,
The server apparatus according to appendix 1, wherein the communication unit transmits the determination result to the mobile communication terminal.
[Appendix 3]
The server according to appendix 1 or 2, wherein the determination unit determines whether or not the worker is heading to the work place based on a lapse of time of a distance between the position of the mobile communication terminal and the work place. apparatus.
[Appendix 4]
The determination unit determines whether or not the worker is heading to the work place based on the departure point of the worker, the route determined using the work place, and the position of the mobile communication terminal. The server device according to any one of appendices 1 to 3.
[Appendix 5]
The determination unit determines whether or not the worker is heading to the work place based on a lapse of a distance along the route between the position of the mobile communication terminal and the work place. The server apparatus of description.
[Appendix 6]
The determination unit determines whether or not the worker is heading to the work place based on whether or not a distance between the position of the mobile communication terminal and the route is a predetermined distance or more. The server device described in 1.
[Appendix 7]
The holding unit holds target device information representing a target device that is a target of the work,
The communication unit receives identification information for identifying a device acquired by the mobile communication terminal from the mobile communication terminal,
The determination unit determines whether or not the target device and the device identified by the identification information match based on the target device information and the identification information;
The server device according to any one of appendices 1 to 6, wherein the communication unit transmits the determination result to the mobile communication terminal.
[Appendix 8]
This is as in the work support system according to the second viewpoint.
[Appendix 9]
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the communication unit receives information indicating that the mobile communication terminal has arrived from the mobile communication terminal, the mobile communication terminal Determine whether the location of the terminal and the work location match,
The work support system according to appendix 8, wherein the communication unit transmits the determination result to the mobile communication terminal.
[Appendix 10]
The work according to appendix 8 or 9, wherein the determination unit determines whether or not the worker is heading to the work place based on a lapse of time of a distance between the position of the mobile communication terminal and the work place. Support system.
[Appendix 11]
The determination unit determines whether or not the worker is heading to the work place based on the departure point of the worker, the route determined using the work place, and the position of the mobile communication terminal. The work support system according to any one of appendices 8 to 10.
[Appendix 12]
The determination unit determines whether the worker is heading to the work place based on a lapse of time along the route between the position of the mobile communication terminal and the work place. The work support system described.
[Appendix 13]
The determination unit determines whether the worker is heading to the work place based on whether a distance between the position of the mobile communication terminal and the route is a predetermined distance or more. The work support system described in 1.
[Appendix 14]
The holding unit holds target device information representing a target device that is a target of the work,
The mobile communication terminal has an acquisition unit that acquires identification information for identifying a device,
The transmission unit transmits the identification information acquired by the acquisition unit to the server device,
The determination unit determines whether or not the target device and the device identified by the identification information match based on the target device information and the identification information;
The work support system according to any one of appendices 8 to 13, wherein the communication unit transmits the determination result to the mobile communication terminal.
[Appendix 15]
The mobile communication terminal includes a storage unit that stores target device information representing a target device that is a target of the work;
An acquisition unit for acquiring identification information for identifying the device;
A comparison unit that determines whether or not the target device and the device identified by the identification information match based on the target device information and the identification information. The work support system described.
[Appendix 16]
The work support method according to the third aspect is as described above.
[Appendix 17]
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when information indicating that it has arrived from the mobile communication terminal is received, the position of the mobile communication terminal and the work place are The work support method according to appendix 16, wherein it is determined whether or not they match, and the determination result is transmitted to the mobile communication terminal.
[Appendix 18]
The work according to appendix 16 or 17, wherein the server device determines whether or not the worker is heading to the work place based on a lapse of time of a distance between the position of the mobile communication terminal and the work place. Support method.
[Appendix 19]
The server device determines whether or not the worker is heading to the work place based on the departure point of the worker, the route determined using the work place, and the position of the mobile communication terminal. The work support method according to any one of supplementary notes 16 to 18.
[Appendix 20]
The appendix 19, wherein the server device determines whether or not the worker is heading to the work place based on a time lapse of a distance along the route between the position of the mobile communication terminal and the work place. Work support method.
[Appendix 21]
The server device determines whether or not the worker is heading to the work place based on whether or not a distance between the position of the mobile communication terminal and the route is equal to or greater than a predetermined distance. The work support method described in 1.
[Appendix 22]
The server device holds target device information representing a target device that is the target of the work;
Receiving identification information identifying the device acquired by the mobile communication terminal from the mobile communication terminal;
Determining whether or not the target device and the device identified by the identification information match based on the target device information and the identification information;
The work support method according to any one of appendices 16 to 21, comprising a step of transmitting the determination result to the mobile communication terminal.
[Appendix 23]
A process in which the server device transmits work place information representing a work place where work is performed to a mobile communication terminal connected via a network;
The portable communication terminal detects the position of the portable communication terminal, and transmits information representing the detected position to the server device as position information;
The server device determines, based on the work location information and the position information, whether or not an operator carrying the mobile communication terminal is heading for the work location, and transmits the determination result to the mobile communication terminal. A work support method comprising:
[Appendix 24]
The program is related to the fourth viewpoint.

DESCRIPTION OF SYMBOLS 10 Mobile communication terminal 11 Detection part 12 Transmission part 13 Comparison part 14 Storage part 15 Acquisition part 16 Input part 17 RF * ID (Radio Frequency Identification) Reader part 18 Imaging part 20 Server apparatus 22 Communication part 23 Determination part 24 Holding part 25 Database 30 Internet 40 Network

Claims (9)

A holding unit for holding work place information indicating a work place where work is performed;
A communication unit for transmitting the work location information to a mobile communication terminal connected via a network, and receiving information indicating the position of the mobile communication terminal detected by the mobile communication terminal as position information;
A determination unit that determines, based on the work location information and the position information, whether or not an operator carrying the mobile communication terminal is heading to the work location;
The communication unit transmits the determination result to the mobile communication terminal,
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the communication unit receives information indicating that the mobile communication terminal has arrived from the mobile communication terminal, the mobile communication terminal Determine whether the location of the terminal and the work location match,
The said communication part is a server apparatus which transmits to the said mobile communication terminal that the work place where the said worker arrived is an error, when the position of the said mobile communication terminal and the said work place do not correspond . The server device according to claim 1 , wherein the determination unit determines whether or not the worker is heading to the work place based on a lapse of time of a distance between the position of the mobile communication terminal and the work place. . The determination unit determines whether or not the worker is heading to the work place based on the departure point of the worker, the route determined using the work place, and the position of the mobile communication terminal. The server device according to claim 1 or 2 . The determination unit, on the basis the position of the mobile communication terminal over time of the distance along the path between the work place, it is determined whether the worker is towards the work place, claim 3 The server device described in 1. The determination unit, said distance between the position and the path of the mobile communication terminal based on whether or not more than a predetermined distance, determining whether or not the worker has towards the work place, claim 3. The server device according to 3 . The holding unit holds target device information representing a target device that is a target of the work,
The communication unit receives identification information for identifying a device acquired by the mobile communication terminal from the mobile communication terminal,
The determination unit determines whether or not the target device and the device identified by the identification information match based on the target device information and the identification information;
The server device according to claim 1 , wherein the communication unit transmits the determination result to the mobile communication terminal. A portable communication terminal connected via a network and a server device;
The mobile communication terminal includes a detection unit that detects a position of the mobile communication terminal;
A transmission unit that transmits information representing the position detected by the detection unit to the server device as position information;
The server device includes a holding unit that holds work place information indicating a work place where work is performed;
A communication unit for transmitting the work location information to the mobile communication terminal;
A determination unit that determines, based on the work location information and the position information, whether or not an operator carrying the mobile communication terminal is heading to the work location;
The communication unit transmits the determination result to the mobile communication terminal ,
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the communication unit receives information indicating that the mobile communication terminal has arrived from the mobile communication terminal, the mobile communication terminal Determine whether the location of the terminal and the work location match,
When the position of the mobile communication terminal does not match the work location, the communication unit transmits to the mobile communication terminal that the work location where the worker has arrived is an error . A process in which the server device transmits work place information representing a work place where work is performed to a mobile communication terminal connected via a network;
Receiving information representing the position of the mobile communication terminal detected by the mobile communication terminal as position information;
Determining whether an operator carrying the mobile communication terminal is heading to the work location based on the work location information and the position information, and transmitting the determination result to the mobile communication terminal;
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the information that the communication unit has arrived from the mobile communication terminal is received, the position of the mobile communication terminal and the Determining whether or not the work location matches;
And a step of transmitting to the portable communication terminal that the work place where the worker has arrived is an error when the position of the portable communication terminal does not match the work place . A process of transmitting work place information representing a work place where work is performed to a mobile communication terminal connected via a network;
A process of receiving information representing the position of the mobile communication terminal detected by the mobile communication terminal as position information;
Based on the work location information and the position information, it is determined whether an operator carrying the mobile communication terminal is heading to the work location, and the determination result is transmitted to the mobile communication terminal;
When the position of the mobile communication terminal does not move more than a predetermined distance over a predetermined period, or when the information that the communication unit has arrived from the mobile communication terminal is received, the position of the mobile communication terminal and the A process for determining whether or not the work place matches,
A program that causes a computer to execute a process of transmitting to the mobile communication terminal that the work location where the worker has arrived is incorrect if the position of the mobile communication terminal does not match the work location .

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