JP6265835B2 - Information processing apparatus, diagnosis order determination method, and control program - Google Patents

Description

  The present invention relates to an information processing apparatus, a diagnosis order determination method, and a control program, and more particularly, to an information processing apparatus, a diagnosis order determination method, and a control program for determining a diagnosis order when a plurality of diagnosis items are executed.

  When a failure occurs in a product such as a scanner device, the user sequentially executes a plurality of diagnostic items according to a manual to identify the cause of the failure, and performs repairs corresponding to the identified failure cause. However, when a device with many diagnostic items, such as a scanner device, fails, there is a possibility that many diagnostic items may be implemented before performing the diagnostic items that can identify the cause of the failure, until the cause of the failure is identified. In some cases, it took a lot of time.

  Patent Document 1 discloses a failure repair support system for determining the cause of a failure when a failure occurs in a device being used by a customer. This fault repair support system outputs fault cause candidates by searching for a fault tree consisting of nodes representing the phenomena, causes and countermeasures of the faults to which the respective occurrence probabilities are attached, and lines connecting the nodes. To do.

JP-A-7-28781

  When a failure occurs in a device used by a user, it is desired to identify the cause of the failure in a shorter time.

  An object of the present invention is to provide an information processing apparatus, a diagnostic order determination method, and a control program that can identify the cause of a failure that has occurred in the apparatus in a shorter time.

  An information processing apparatus according to an aspect of the present invention specifies a cause of a failure based on a diagnosis time required for each diagnosis item in the past and each diagnosis item in the past for each of a plurality of diagnosis items for specifying the cause of the failure And a storage unit that stores a current diagnosis order for performing a plurality of diagnostic items, a diagnosis order candidate determination unit that determines a diagnosis order candidate based on the cause identification number, In each of the current diagnosis order and diagnosis order candidates, the sum of the diagnosis times of each diagnosis item from the first diagnosis item to the specific diagnosis item when a plurality of diagnosis items are implemented is the cause specification time of the specific diagnosis item A cause order time calculation unit to calculate as, a diagnosis order determination unit for determining whether or not to replace the current diagnosis order with a diagnosis order candidate based on the cause specification time and the cause specification number, and the current Having an output unit for outputting a list of arranging a plurality of diagnostic items by the cross-sectional order, the.

  Further, the diagnostic order determination method according to one aspect of the present invention is a diagnostic order determination method in an information processing apparatus having a storage unit and an output unit, each of a plurality of diagnostic items for specifying the cause of a failure, The storage unit stores the diagnosis time required for each diagnosis item in the past and the current diagnosis order in which a plurality of diagnosis items are executed in association with the cause identification number of times the cause of the failure has been specified by each diagnosis item in the past The diagnosis order candidates are determined based on the number of times of cause identification, and from the first diagnosis item to the specific diagnosis item when a plurality of diagnosis items are implemented in each of the current diagnosis order and the diagnosis order candidate The sum of the diagnosis times of each diagnosis item is calculated as the cause specification time of the specific diagnosis item, and whether or not to replace the current diagnosis order with a diagnosis order candidate based on the cause specification time and the cause specification times Constant, and includes outputting to the output unit a list of arranging a plurality of diagnostic items in current diagnostic sequence.

  Further, a control program according to one aspect of the present invention is a control program that is executed by an information processing apparatus having a storage unit and an output unit, and each of a plurality of diagnostic items for specifying a cause of a failure in the past Stores in the storage unit the diagnosis time required for each diagnosis item and the cause identification number of times that the cause of the failure has been specified by each diagnosis item in the past, and stores the current diagnosis order for executing the plurality of diagnosis items in the storage unit The diagnosis order candidates are determined based on the number of times of cause identification, and each diagnosis from the first diagnosis item to the specific diagnosis item when a plurality of diagnosis items are performed in each of the current diagnosis order and the diagnosis order candidate Calculate the sum of the diagnosis times of the items as the cause specification time of the specific diagnosis item, and determine whether to replace the current diagnosis order with the diagnosis order candidates based on the cause specification time and the cause specification count Constant and to execute the information processing apparatus to output to the output unit a list obtained by arranging a plurality of diagnostic items in current diagnostic sequence.

  According to the present invention, the information processing apparatus is configured based on the cause specifying time calculated from the diagnosis time required for each diagnosis item in the past and the cause specifying number of times the cause of the failure was specified by each diagnosis item in the past. Determine whether to change the diagnostic order of diagnostic items. Accordingly, it is possible to provide an information processing apparatus, a diagnostic order determination method, and a control program that can perform diagnosis in an appropriate order and identify the cause of a failure that has occurred in the apparatus in a shorter period of time.

It is a schematic structure figure showing diagnostic system 1 concerning an embodiment. 2 is a hardware configuration diagram of a terminal device 200. FIG. It is a figure which shows schematic structure of terminal CPU210. 2 is a hardware configuration diagram of a server device 300. FIG. It is a figure which shows an example of the data structure of a manual management table. It is a figure which shows an example of the data structure of a diagnostic item management table. It is a figure which shows an example of the data structure of a diagnostic order management table. It is a figure which shows the example of schematic structure of CPU310. It is a sequence diagram which shows the example of the diagnostic sequence in the diagnostic system. It is a figure which shows an example of a diagnostic target apparatus selection screen. It is a flowchart which shows the example of operation | movement of the diagnostic process by a terminal device. It is a flowchart which shows the example of operation | movement of the update process by a server apparatus. It is a figure which shows an example of the data structure of a diagnostic order candidate management table.

  Hereinafter, an information processing apparatus, a diagnosis order determination method, and a computer program according to an aspect of the present invention will be described with reference to the drawings. However, it should be noted that the technical scope of the present invention is not limited to these embodiments, but extends to the invention described in the claims and equivalents thereof.

  FIG. 1 is a diagram illustrating a diagnostic system according to an embodiment. The diagnosis system 1 includes one or a plurality of diagnosis target devices 100, one or a plurality of terminal devices 200, and a server device 300. The diagnosis target device 100 and the terminal device 200 are connected to each other by wireless communication via an access point 400 that functions as a network switch. The access point 400 is further connected to a network 500 such as an intranet or the Internet via a wired LAN (Local Area Network) such as Ethernet (registered trademark), and the terminal device 200 is connected to the server device 300 so as to be communicable.

  The diagnosis target device 100 is a device for diagnosing the cause of failure when a failure occurs, and is, for example, a scanner device.

  The terminal device 200 is a device for performing various settings and operation control of the diagnosis target device 100, and for diagnosing the cause of the failure in the diagnosis target device 100. For example, a tablet PC (Personal Computer) A notebook PC or the like. The terminal device 200 is connected to the diagnosis target device 100 via the access point 400 by wireless communication. Note that a terminal device that performs various settings and operation control of the diagnosis target device 100 and a terminal device for diagnosing the cause of the failure of the diagnosis target device 100 may be provided separately.

  The server device 300 is an example of an information processing device, and transmits manual data for diagnosing the diagnosis target device 100 to the terminal device 200. In addition, the server device 300 receives the diagnosis result from the terminal device 200, and determines the diagnosis order in the subsequent diagnosis for each diagnosis item included in the manual data based on the received diagnosis result.

  FIG. 2 is a hardware configuration diagram of the terminal device 200. As illustrated in FIG. 2, the terminal device 200 includes a terminal communication circuit 201, a terminal input device 202, a terminal display device 203, a terminal storage device 204, and a terminal CPU (Central Processing Unit) 210. Hereinafter, each part of the terminal device 200 will be described in detail.

  The terminal communication circuit 201 includes an antenna that transmits and receives radio signals and a radio communication interface circuit that transmits and receives signals through a radio communication line in accordance with a predetermined communication protocol. The terminal communication circuit 201 communicates with the diagnosis target device 100 and the server device 300 via the access point 400. Note that the terminal communication circuit 201 may perform direct wireless communication with the diagnosis target device 100 without using the access point 400. Further, the terminal device 200 may communicate with the diagnosis target device 100 through an electrical wired connection via an interface circuit conforming to a serial bus such as a USB (Universal Serial Bus).

  The terminal input device 202 includes, for example, an input device such as a mouse and a keyboard and an interface circuit that acquires a signal from the input device, and outputs a signal corresponding to a user operation to the terminal CPU 210.

  The terminal display device 203 has a display composed of liquid crystal or the like and an interface circuit that outputs image data or various information to the display, and is connected to the terminal CPU 210 to display information output from the terminal CPU 210 on the display. . Note that the terminal input device 202 and the terminal display device 203 may be integrally configured using a touch panel display.

  The terminal storage device 204 includes a memory device such as a random access memory (RAM) and a read only memory (ROM), a fixed disk device such as a hard disk, or a portable storage device such as a flexible disk and an optical disk. The terminal storage device 204 stores computer programs, databases, tables, and the like used for various processes of the terminal device 200. The computer program may be installed in the terminal storage device 204 from a computer-readable portable recording medium using a known setup program or the like. The portable recording medium can be, for example, a CD-ROM (Compact Disk Read Only Memory), a DVD-ROM (Digital Versatile Disk Read Only Memory), or the like.

  The terminal CPU 210 is connected to the terminal communication circuit 201, the terminal input device 202, the terminal display device 203, and the terminal storage device 204, and controls these units. The terminal CPU 210 performs data transmission / reception control via the terminal communication circuit 201, input control of the terminal input device 202, display control of the terminal display device 203, control of the terminal storage device 204, and the like. Further, the terminal CPU 210 performs setting and operation control of the diagnosis target device 100 and diagnoses the cause of failure of the diagnosis target device 100 and the like.

  FIG. 3 is a diagram illustrating a schematic configuration of the terminal CPU 210. As illustrated in FIG. 3, the terminal CPU 210 includes a manual acquisition unit 211, a diagnosis processing unit 212, a diagnosis result transmission unit 213, and the like. Each of these units is a functional module implemented by software operating on the processor. Each of these units may be configured by an independent integrated circuit, a microprocessor, firmware, and the like.

  FIG. 4 is a hardware configuration diagram of the server apparatus 300. As illustrated in FIG. 2, the server device 300 includes a communication circuit 301, an input device 302, a display device 303, a storage device 304, and a CPU 310. Hereinafter, each part of the server apparatus 300 will be described in detail.

  The communication circuit 301 is an example of an output unit, and includes a wired communication interface circuit for transmitting and receiving signals through a wired communication network such as a wired LAN in accordance with a communication standard such as Ethernet (registered trademark). The communication circuit 301 is connected to the terminal device 200 via the network 500 to transmit / receive various information.

  The input device 302 includes, for example, an input device such as a mouse and a keyboard and an interface circuit that acquires a signal from the input device, and outputs a signal corresponding to a user operation to the CPU 310.

  The display device 303 includes a display composed of a liquid crystal and the like, and an interface circuit that outputs image data or various types of information to the display. The display device 303 is connected to the CPU 310 and displays information output from the CPU 310 on the display.

  The storage device 304 is an example of a storage unit, and includes a memory device such as a RAM or a ROM, a fixed disk device such as a hard disk, or a portable storage device such as a flexible disk or an optical disk. In addition, the storage device 304 stores computer programs, databases, tables, and the like used for various processes of the server device 300. The computer program may be installed in the storage device 304 using a known setup program or the like from a computer-readable portable recording medium. The portable recording medium can be, for example, a CD-ROM, a DVD-ROM, or the like.

  Further, the storage device 304 stores a manual management table for managing manual data used for diagnosis of each diagnosis target device. The storage device 304 also has a diagnostic item management table for managing a plurality of diagnostic items for identifying the cause of the failure of the diagnostic target device 100 for each manual data, and a diagnostic order for managing the diagnostic order of each diagnostic item. A management table is stored. In addition, the storage device 304 stores a diagnosis order candidate management table used in processing for determining whether or not to change the diagnosis order of the current diagnosis item. Details of each table will be described later. The storage device 304 stores the number of diagnosis results received from a plurality of terminal devices.

  The CPU 310 is connected to the communication circuit 301, the input device 302, the display device 303, and the storage device 304, and controls these units. The CPU 310 performs data transmission / reception control via the communication circuit 301, input control of the input device 302, display control of the display device 303, control of the storage device 304, and the like. Further, the CPU 310 determines a diagnosis order of a plurality of diagnosis items.

  FIG. 5A is a diagram illustrating an example of a data structure of the manual management table. In the manual management table, a manual ID (Identification), a device type, a device version number, an error code, and the like are stored in association with each other for each of a plurality of manual data.

  The manual ID is identification information uniquely determined for each manual data. The device type and the device version number are the type (product name, model number, etc.) and version number of the diagnosis target device that uses each manual data for diagnosis. The error code is identification information of an error detected by the diagnosis target device corresponding to a failure to be diagnosed using each manual data. In addition, you may set each manual data separately for every diagnostic object apparatus. In that case, each manual data is further stored in association with a device ID uniquely determined for each diagnosis target device.

  FIG. 5B is a diagram illustrating an example of a data structure of the diagnostic item management table. The diagnostic item management table is set for each manual data. In the diagnostic item management table, an item ID, a diagnostic content, a coping method, and the like are stored in association with each other for each of a plurality of diagnostic items.

  The item ID is identification information uniquely determined for each diagnostic item. The diagnosis content represents content to be confirmed with the user, and is displayed on the terminal device 200 when the user diagnoses the diagnosis target device 100 using the terminal device 200. The coping method represents the content of coping that should be performed by the user, and is displayed on the terminal device 200 when the cause of the failure is specified by the diagnostic item.

  FIG. 6 is a diagram illustrating an example of a data structure of the diagnosis order management table. The diagnosis order management table is set for each manual in the same manner as the diagnosis item management table. In the diagnosis order management table, diagnosis order, item ID, user information, maintenance information, cause identification number correction value, diagnosis order candidates, and the like are stored in association with each other for each of a plurality of diagnosis items.

  The diagnosis order is the order in which each diagnosis item is performed, and the order in which the diagnosis items are arranged in the order of diagnosis represents the current diagnosis order in which a plurality of diagnosis items are performed. Note that the initial value of the diagnosis order is set in advance based on the failure record in the field of the device of the past version number of the diagnosis target device, the evaluation result in the shipping test, or the like.

  The user information is information based on a diagnosis result obtained by diagnosing the diagnosis target device 100 using each terminal device 200 owned by each user. The user information includes a cause identification count, a diagnosis time, a cause identification time, a device state, a state change time, a total diagnosis time, and the like. The cause identification number is the number of times the cause of the failure is specified by each diagnosis item. The diagnosis time is the time required for each diagnosis item in the past. As the diagnosis time, for example, an average value of the diagnosis time when the cause of the failure is specified is stored. The cause specifying time is a time required to specify the cause by each diagnosis item, and is calculated based on the diagnosis time. The cause specifying time is, for example, the cumulative time of the diagnosis time of all the diagnosis items that are executed until each diagnosis item is executed. The device state is a state of the device when executing each diagnosis item, and is set in advance by the administrator. For example, when the diagnosis target device 100 is a scanner device, a state where the cover is open or a state where the cover is open is stored as the device state. The state change time is the time required for changing the device state. The total diagnosis time is the total time required to specify the cause when the cause of the failure is specified by each diagnosis item. A method for calculating the total diagnosis time will be described later.

  The maintenance information is a ratio of the cause of failure specified by the maintenance person of the diagnosis target device 100 by each diagnosis item in the past with respect to all the diagnosis items, and the maintenance person of the diagnosis target device 100 has failed by each diagnosis item in the past. It is calculated based on the number of times the cause of the is identified. The maintenance information is set to the latest information at an arbitrary timing according to an input from the information processing apparatus owned by the maintenance person via the communication circuit 301 or by the maintenance person using the input device 302. The cause identification count correction value is a value obtained by correcting the cause identification count using the maintenance information. A method of calculating the cause specific number correction value will be described later. The diagnosis order candidate is a new diagnosis order candidate determined based on the user information and the maintenance information, and a diagnosis order candidate in which the order in which the diagnosis items are arranged in the order of the diagnosis order candidates is a new diagnosis order candidate. Represent.

  FIG. 7 is a diagram illustrating an example of a schematic configuration of the CPU 310. As illustrated in FIG. 7, the CPU 310 includes a manual transmission unit 311, a diagnosis result reception unit 312, a diagnosis order candidate determination unit 313, a cause identification time calculation unit 314, and a diagnosis order determination unit 315. Each of these units is a functional module implemented by software operating on the processor. Each of these units may be configured by an independent integrated circuit, a microprocessor, firmware, and the like.

  FIG. 8 is a sequence diagram illustrating an example of a diagnostic sequence in the diagnostic system 1. Hereinafter, an example of a diagnostic sequence of the diagnostic system 1 will be described with reference to the sequence diagram shown in FIG. Each operation described below is executed in the server device 300 mainly by the CPU 310 in cooperation with each element of the server device 300 based on a program stored in the storage device 304 in advance. Similarly, each operation is executed in the terminal device 200 in cooperation with each element of the terminal device 200 mainly by the terminal CPU 210 of the terminal device 200 based on a program stored in the terminal storage device 204 of the terminal device 200. The

  First, the manual acquisition unit 211 of the terminal device 200 displays a diagnosis target device selection screen on the terminal display device 203 when the diagnosis start of the diagnosis target device is received by a user operation using the terminal input device 202 (step S203). S101).

  FIG. 9 shows an example of a diagnosis target device selection screen. As illustrated in FIG. 9, the diagnosis target device selection screen 900 includes a list 901 of diagnosis target devices that are currently wirelessly connected to the terminal device 200, a radio button 902 for selecting a diagnosis target device to be diagnosed, A send button 903 for acquiring manual data is displayed.

  Note that the diagnosis target device 100 notifies the terminal device 200 to that effect when a failure occurs. When the terminal device 200 receives a notification that a failure has occurred from the diagnosis target device 100 via the terminal communication circuit 201, the terminal device 200 displays that fact on the terminal display device 203. The user can immediately grasp that a failure has occurred in the diagnosis target device 100 from the display, and can instruct the diagnosis start of the diagnosis target device.

  In addition, when receiving a diagnosis start of the diagnosis target device, the terminal device 200 automatically downloads and installs the diagnostic program from the server device 300 if the diagnostic program for executing the diagnosis is not installed. Also good. Thereby, even if the diagnostic program is not installed in the terminal device 200, the user need not download and install it from the server device 300, and the convenience for the user is improved.

  Next, when the radio button 902 is selected by the user using the terminal input device 202 and the send button 903 is pressed, the manual acquisition unit 211 sends an acquisition request for diagnosis target device information via the terminal communication circuit 201. It transmits to the selected diagnostic object apparatus 100. The diagnosis target device information is information related to the diagnosis target device 100 that is used for diagnosis of the diagnosis target device 100. The diagnosis target device information includes the device type of the diagnosis target device 100, the device version number, the error code of the error detected by the diagnosis target device 100, and the like. The manual acquisition unit 211 acquires diagnosis target device information from the selected diagnosis target device 100 via the terminal communication circuit 201 as a response to the acquisition request for diagnosis target device information (step S102). The diagnosis target device information may be automatically transmitted to the terminal device 200 by the diagnosis target device 100 when a failure occurs in the diagnosis target device 100. In that case, the process of step S102 is omitted.

  Next, when acquiring the diagnosis target apparatus information, the manual acquisition unit 211 transmits a manual data acquisition request for requesting extraction and transmission of manual data to the server apparatus 300 via the terminal communication circuit 201 (step S103). . The manual data acquisition request includes diagnosis target device information.

  Next, when receiving a manual data acquisition request from the terminal device 200 via the communication circuit 301, the manual transmission unit 311 of the server device 300 extracts diagnosis target device information included in the received manual data acquisition request. The manual transmission unit 311 identifies the manual ID of the manual data used for diagnosis of the diagnosis target device 100 from the manual management data based on the device type, the device version number, and the error code included in the diagnosis target device information. Next, the manual transmission unit 311 extracts the diagnosis content and the coping method of the specified manual ID from the diagnosis item management table, and extracts the diagnosis order of the specified manual ID from the diagnosis order management table. Then, the manual transmission unit 311 creates manual data in which the extracted diagnosis contents and countermeasures are arranged in the order of diagnosis (step S104).

  Next, the manual transmission unit 311 transmits the created manual data to the terminal device 200 via the communication circuit 301 (step S105).

  Next, when the manual acquisition unit 211 of the terminal device 200 receives manual data from the server device 300 via the terminal communication circuit 201, the terminal CPU 210 executes a diagnosis process of the diagnosis target device 100 (step S106). In the diagnosis process, the terminal CPU 210 causes the user to perform diagnosis of the diagnosis target device 100 using the received manual data, and acquires a diagnosis result. Details of the diagnosis processing will be described later.

  Next, the diagnosis result transmission unit 213 transmits the diagnosis result acquired in the diagnosis process to the server device 300 via the terminal communication circuit 201 (step S107).

  Next, when the diagnostic result receiving unit 312 of the server device 300 receives the diagnostic result from the terminal device 200 via the communication circuit 301, the CPU 310 executes a diagnostic order table update process (step S108) and performs a series of steps. finish. In the diagnostic order table update process, the CPU 310 updates the diagnostic order of each diagnostic item based on the received diagnostic result. Therefore, when the server device 300 subsequently receives a manual data acquisition request from the terminal device 200, the server device 300 transmits to the terminal device 200 manual data in which the corresponding diagnosis contents and countermeasures are arranged in the updated diagnosis order.

  FIG. 10 is a flowchart illustrating an example of an operation of a diagnostic process performed by the terminal device 200. The operation flow shown in FIG. 10 is executed in step S106 of the sequence shown in FIG.

  First, the diagnosis processing unit 212 extracts diagnosis contents from the manual data received from the server device 300 and displays the extracted contents on the terminal display device 203 (step S201). The diagnosis processing unit 212 extracts diagnosis contents in the order of diagnosis arranged in the manual data and displays the extracted contents on the terminal display device 203.

  Next, the diagnosis processing unit 212 receives an input of an execution result by a user who has performed a diagnosis according to the diagnosis content using the terminal input device 202 (step S202). The execution result includes information indicating whether or not the cause of the failure is specified by the diagnosis related to the diagnosis content.

  Next, when the diagnosis processing unit 212 receives the input of the execution result, the terminal storage device 204 displays the time from when the diagnosis content is displayed until the execution result is input as the time required for the diagnosis related to the diagnosis content. (Step S203).

  Next, the diagnosis processing unit 212 determines whether or not the cause of the failure is specified by the diagnosis related to the diagnosis content (step S204).

  If the cause of the failure is not specified, the diagnosis processing unit 212 determines whether or not a diagnosis related to all diagnosis contents included in the manual data has been performed (step S205). If the diagnosis related to all the diagnosis contents has not been performed yet, the diagnosis processing unit 212 returns the process to step S201, extracts the next diagnosis contents, and displays them on the terminal display device 203. On the other hand, the diagnosis processing unit 212 determines that the cause of the failure has not been specified in the manual data when the diagnosis related to all the diagnosis contents is performed. In that case, the diagnosis processing unit 212 displays an inquiry destination for the user to make an inquiry about the failure on the terminal display device 203 (step S206), and ends a series of steps.

  On the other hand, when the cause of the failure is identified in step S204, the diagnosis processing unit 212 extracts a handling method corresponding to the diagnosis content from the manual data and displays it on the terminal display device 203 (step S207).

  Next, the diagnosis processing unit 212 receives an input of a countermeasure result by a user who has performed countermeasures according to the countermeasure method using the terminal input device 202 (step S208). The countermeasure result includes information indicating whether or not the failure has been resolved by the countermeasure related to the countermeasure method.

  Next, when receiving the input of the countermeasure result, the diagnosis processing unit 212 determines whether or not the failure has been eliminated by the countermeasure related to the countermeasure method (step S209).

  If the failure is not resolved, the diagnosis processing unit 212 determines that the failure is not resolved with this manual data. In that case, the diagnosis processing unit 212 displays an inquiry destination for the user to make an inquiry about the failure on the terminal display device 203 (step S206), and ends a series of steps.

  On the other hand, when the failure is resolved, the diagnosis processing unit 212 transmits the diagnosis result to the diagnosis result transmitting unit 213 (step S210), and ends a series of steps. In the diagnosis result, the device type, the device version number, and the error code of the diagnosis target device 100, the item ID of each diagnosis item that has been diagnosed, the time required for the diagnosis related to each diagnosis item, and the cause of the failure are specified. And the item ID of the diagnostic item.

  In addition, when a diagnostic result is transmitted to the diagnostic result transmission part 213 in step S210, the diagnostic result is transmitted to the server apparatus 300 by the diagnostic result transmission part 213 in step S107 of FIG. On the other hand, when the diagnosis processing unit 212 displays the inquiry destination on the terminal display device 203 in step S206, the diagnosis result is not transmitted to the server device 300.

  Note that the diagnosis result may be transmitted to the server apparatus 300 regardless of whether or not the failure has been eliminated or whether or not the cause of the failure has been specified. In that case, the diagnosis result further includes whether or not the cause of the failure has been identified and whether or not the failure has been resolved.

  FIG. 11 is a flowchart illustrating an example of an update process performed by the server apparatus 300. The operation flow shown in FIG. 11 is executed in step S108 of the sequence shown in FIG.

  First, the diagnosis result receiving unit 312 specifies the item ID of the diagnosis item in which the cause of the failure is specified from the diagnosis result received from the terminal device 200. The diagnosis result receiving unit 312 increments the cause specifying number corresponding to the specified item ID in the diagnosis order management table shown in FIG. 6 (step S301).

  Further, the diagnosis result receiving unit 312 calculates the average value of the time required for the past diagnosis for the diagnosis item including the time required for the diagnosis in the received diagnosis result, and updates the diagnosis time in the diagnosis order management table. . Thus, the diagnosis result receiving unit 312 calculates the average value of the diagnosis times when the cause of the failure is specified as the diagnosis time. As a result, it is possible to calculate the diagnosis time by excluding the case where there is a possibility that the diagnosis has not been properly performed, and it is possible to improve the reliability of the diagnosis time. The diagnosis result receiving unit 312 may calculate the average value of the time required for all the past diagnoses as the diagnosis time regardless of whether the cause of the failure is specified.

  Next, the diagnosis result receiving unit 312 increments the number of received diagnosis results stored in the storage device 304 (step S302).

  Next, the diagnosis result receiving unit 312 determines whether or not the number of received diagnosis results has become a predetermined number (for example, 1000) or more (step S303).

  When the number of received diagnosis results is less than the predetermined number, the diagnosis result receiving unit 312 ends a series of steps. Thereby, the server apparatus 300 does not frequently determine whether or not to change the diagnosis order, and the processing load can be reduced.

  On the other hand, when the number of received diagnosis results is equal to or greater than the predetermined number, the diagnosis order candidate determination unit 313 calculates a cause identification number correction value obtained by correcting the cause identification number of each diagnosis item using the maintenance information of each diagnosis item. (Step S304). The diagnosis order candidate determination unit 313 calculates a value obtained by multiplying the cause identification count of each diagnosis item by the ratio indicated in the maintenance information of each diagnosis item as a cause identification count correction value.

  Next, the diagnosis order candidate determination unit 313 calculates the total diagnosis time of each diagnosis item (step S305).

  When the diagnosis order management table is newly created and the diagnosis order is set, the cause specifying time calculation unit 314 calculates the cause specifying time and stores it in the diagnosis order management table. The cause identification time calculation unit 314 calculates the sum of the diagnosis times of each diagnosis item from the first diagnosis item to the specific diagnosis item when a plurality of diagnosis items are executed in the current diagnosis order. Calculate as Similarly, when a diagnostic order management table is newly created and the diagnostic order is set, the diagnostic order candidate determination unit 313 calculates the state change time and stores it in the diagnostic order management table. The diagnosis order candidate determination unit 313 determines whether the device state of each diagnosis item is the same as the device state of the immediately preceding diagnosis item. The diagnosis order candidate determination unit 313 sets 0 as the state change time when the device state of each diagnosis item is the same as the device state of the immediately preceding diagnosis item. On the other hand, if the device state of each diagnosis item is not the same as the device state of the immediately preceding diagnosis item, the diagnosis order candidate determination unit 313 sets the time required for the device state change as the state change time.

  The diagnosis order candidate determination unit 313 calculates a value obtained by multiplying the cause specifying time of each diagnosis item by the cause specifying times of each diagnosis item when each of the diagnosis items of each diagnosis item is executed in the current diagnosis order. Calculated as total diagnosis time. Further, the diagnosis order candidate determination unit 313 adds a value obtained by multiplying the state change time of each diagnosis item by the cause identification count of each diagnosis item to the calculated total diagnosis time of each diagnosis item.

  Next, the diagnosis order candidate determination unit 313 determines a diagnosis order candidate based on the cause identification number correction value calculated based on the cause identification number (step S306). The diagnosis order candidate determination unit 313 determines the order in which the diagnosis items are arranged in the descending order of the cause identification count correction value as the diagnosis order candidate of each diagnosis item, and the order in which the diagnosis items are arranged in the order of diagnosis order candidates is the diagnosis order. Determine as a candidate.

  Next, the diagnosis order candidate determination unit 313 creates a diagnosis order candidate management table in which the diagnosis items are arranged in the order of diagnosis order candidates (step S307).

  FIG. 12 is a diagram illustrating an example of a data structure of the diagnosis order candidate management table. In the diagnosis order candidate management table, diagnosis order candidates, item IDs, user information, time differences, and the like are stored in association with each other for each of a plurality of diagnosis items. The diagnosis order candidate, item ID, and user information are the same information as the diagnosis order candidate, item ID, and user information of the diagnosis order management table, respectively. The time difference is a difference between the total diagnosis time based on the diagnosis order candidate and the total diagnosis time based on the current diagnosis order in each diagnosis item.

  Next, the cause specifying time calculation unit 314 calculates the diagnosis time of each diagnosis item from the first diagnosis item to the specific diagnosis item when a plurality of diagnosis items are executed with the diagnosis order candidate in the diagnosis order candidate management table. The sum is calculated as the cause identification time for each diagnosis item (step S308).

  Next, the diagnosis order determination unit 315 calculates the state change time of each diagnosis item in the diagnosis order candidate management table (step S309).

  Next, the diagnosis order determination unit 315 calculates the total diagnosis time of each diagnosis item in the diagnosis order candidate management table (step S310).

  Next, the diagnosis order determination unit 315 calculates, for each diagnosis item, a difference obtained by subtracting the total diagnosis time according to the current diagnosis order from the total diagnosis time according to the diagnosis order candidate as a time difference. Similarly, the diagnosis order determination unit 315 calculates a difference obtained by subtracting the sum of the total diagnosis times in the current diagnosis order from the sum of the total diagnosis times in the diagnosis order candidates as a time difference sum (step S311).

  Next, the diagnosis order determination unit 315 determines whether or not the calculated time difference sum is 0 or less (step S312).

  When the calculated time difference sum is 0 or less, that is, when the sum of the total diagnosis times in the diagnosis order candidate is less than or equal to the sum of the total diagnosis times in the current diagnosis order, the diagnosis order determination unit 315 The diagnosis items in are rearranged in order of diagnosis order candidates. Thereby, the diagnosis order determination unit 315 replaces the current diagnosis order with the diagnosis order candidate (step S313), and ends the series of steps.

  On the other hand, when the calculated time difference sum is greater than 0, that is, when the sum of the total diagnosis times in the diagnosis order candidate is greater than the sum of the total diagnosis times in the current diagnosis order, the diagnosis order determination unit 315 performs the process. A series of steps is completed without performing.

  Thus, the diagnosis order determination unit 315 determines whether or not to replace the current diagnosis order with a diagnosis order candidate based on the cause specifying time and the cause specifying number of times. In addition, as described above, a list in which diagnosis contents and countermeasures related to a plurality of diagnosis items are arranged in the current diagnosis order is subsequently transmitted as manual data via the communication circuit 301 in response to a request from the terminal device 200. It is output to the terminal device 200.

  The diagnosis order determination unit 315 may determine whether to replace the current diagnosis order with a diagnosis order candidate using the maintenance information. In that case, the diagnosis order determination unit 315 calculates, as the total diagnosis time, a value obtained by multiplying the cause identification time instead of the cause identification number by the cause identification number correction value. Further, the diagnosis order candidate determination unit 313 may determine, as the diagnosis order candidate of each diagnosis item, the order in which the diagnosis items are arranged in descending order of the cause identification number without using the maintenance information.

  Further, the diagnosis order determination unit 315 may determine whether or not to replace the current diagnosis order with a diagnosis order candidate without using the state change time. In that case, the diagnosis order candidate determination unit 313 does not add the state change time to the calculated total diagnosis time.

  As described above in detail, by operating according to the sequence shown in FIG. 8, the server device 300 can determine whether to change the diagnosis order based on the cause identification time and the cause identification count. became. As a result, the user can preferentially perform the diagnosis related to the diagnosis item that can identify the cause of the failure in a shorter time and the diagnosis related to the diagnosis item corresponding to the failure that is likely to occur. Therefore, the user can perform diagnosis in an appropriate order, and can identify the cause of the failure that has occurred in the diagnosis target apparatus in a shorter period of time, thereby improving user convenience.

  The preferred embodiments of the present invention have been described above, but the present invention is not limited to these embodiments. For example, the diagnosis system 1 may not include the server device 300 and may determine whether the terminal device 200 changes the diagnosis order. In that case, the terminal storage device 204 of the terminal device 200 stores each data stored in the storage device 304 of the server device 300, and the terminal CPU 210 of the terminal device 200 has each unit included in the CPU 310 of the server device 300, Each function executed by the CPU 310 is executed. The terminal device 200 receives a diagnosis result from another terminal device, and determines whether or not to change the diagnosis order based on its own diagnosis result and the diagnosis result by the other terminal device.

DESCRIPTION OF SYMBOLS 1 Diagnosis system 300 Server apparatus 301 Communication apparatus 302 Input apparatus 303 Display apparatus 304 Storage apparatus 310 CPU
311 Manual transmission unit 312 Diagnosis result reception unit 313 Diagnosis order candidate determination unit 314 Cause specific time calculation unit 315 Diagnosis order determination unit

Claims (7)

Each of a plurality of diagnosis items for identifying the cause of the failure is stored in association with the diagnosis time required for each diagnosis item in the past and the cause identification number of times that the cause of the failure has been specified by each diagnosis item in the past, A storage unit for storing a current diagnosis order for executing the plurality of diagnosis items;
A diagnosis order candidate determination unit for determining a diagnosis order candidate based on the cause identification number;
In each of the current diagnosis order and the diagnosis order candidates, the sum of the diagnosis times of each diagnosis item from the first diagnosis item to the specific diagnosis item when the plurality of diagnosis items are executed is the specific diagnosis item. A cause identification time calculation unit for calculating the cause identification time of
A diagnosis order determining unit that determines whether to replace the current diagnosis order with the diagnosis order candidates based on the cause specifying time and the cause specifying number of times;
An output unit for outputting a list in which the plurality of diagnosis items are arranged in the current diagnosis order;
An information processing apparatus comprising:   The diagnosis order determination unit is configured to calculate a sum of values obtained by multiplying the cause specifying times of the plurality of diagnosis items by the cause specifying times of the diagnosis items when the plurality of diagnosis items are performed with the diagnosis order candidates. When the plurality of diagnostic items in the current diagnostic order is less than or equal to the sum of values obtained by multiplying the cause identification times of the diagnostic items by the cause identification times of the diagnostic items, The information processing apparatus according to claim 1, wherein a current diagnosis order is replaced with the diagnosis order candidate. The storage unit stores each of the plurality of diagnostic items in further association with a device state at the time of executing each diagnostic item,
The cause specifying time calculation unit determines whether or not the device state when executing a specific diagnosis item and the device state when executing the immediately preceding diagnosis item are the same, and if not, the device state The information processing apparatus according to claim 1, wherein a time required for changing the information is added to the cause identification time. The storage unit stores each of the plurality of diagnostic items in further association with maintenance information based on the number of times the cause of the failure has been identified by the maintenance person by each diagnostic item in the past,
The diagnosis order candidate determination unit corrects the cause identification number using the maintenance information, and determines the diagnosis order candidate based on the corrected cause identification number. The information processing apparatus according to item.   The information processing apparatus according to claim 1, wherein the storage unit stores, as the diagnosis time, an average value of diagnosis times when a cause of the failure is specified. A diagnosis order determination method in an information processing apparatus having a storage unit and an output unit,
Each of the plurality of diagnosis items for specifying the cause of the failure is associated with the diagnosis time required for each diagnosis item in the past and the cause specifying number of times that the cause of the failure has been specified by each diagnosis item in the past in the storage unit. Remember,
Storing a current diagnosis order for executing the plurality of diagnosis items in the storage unit;
Based on the number of times of cause identification, a diagnosis order candidate is determined,
In each of the current diagnosis order and the diagnosis order candidates, the sum of the diagnosis times of each diagnosis item from the first diagnosis item to the specific diagnosis item when the plurality of diagnosis items are executed is the specific diagnosis item. Calculated as the cause identification time of
Based on the cause identification time and the cause identification number, determine whether to replace the current diagnosis sequence with the diagnosis sequence candidate,
Outputting a list of the plurality of diagnosis items in the current diagnosis order to the output unit;
A diagnostic order determination method characterized by comprising: A control program to be executed by an information processing apparatus having a storage unit and an output unit,
Each of a plurality of diagnostic items for identifying the cause of the failure is stored in the storage unit in association with the diagnosis time required for each diagnostic item in the past and the cause identification number of times when the cause of the failure has been identified by each diagnostic item in the past. And
Storing a current diagnosis order for executing the plurality of diagnosis items in the storage unit;
Based on the number of times of cause identification, a diagnosis order candidate is determined,
In each of the current diagnosis order and the diagnosis order candidates, the sum of the diagnosis times of each diagnosis item from the first diagnosis item to the specific diagnosis item when the plurality of diagnosis items are executed is the specific diagnosis item. Calculated as the cause identification time of
Based on the cause identification time and the cause identification number, determine whether to replace the current diagnosis sequence with the diagnosis sequence candidate,
Outputting a list of the plurality of diagnosis items in the current diagnosis order to the output unit;
A control program that causes the information processing apparatus to execute

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