JP7233315B2 - Billing management control device, billing management control program - Google Patents

Description

The present invention relates to an invoice issuance management control device and an invoice issuance management control program in a work sharing system for managing the issuance of invoices for work received from customers by dispatching a person in charge of performing the work. be.

Repair work for related equipment (hereinafter simply referred to as equipment) that is mainly used for equipment that consumes gas occurs at the request of a customer (repair request).

For example, by accepting repairs at the customer service center, adjusting the scheduled repair date, and registering the repair work, the gas management business (manufacturing and importing business, sales business, and (including affiliated companies that are cooperating companies) dispatch workers to repair the equipment.

When a task such as repair is completed, the person in charge of performing the task reports the result of the task, thereby recognizing the end of the series of tasks. For this reason, in order to centrally manage the work, it is essential for the person in charge of executing the work to create a work execution result report.

Patent Literature 1 describes a system that uses data transmitted and received with a mobile phone to support a series of operations from generation of a meter reading schedule to issuance of a bill.

In Patent Literature 1, a mobile phone stores a list of customers to be read that is downloaded from a server. At the time of meter reading, the mobile phone reads the two-dimensional code on the meter to identify the customer, and transmits the meter reading data to the server via the downloaded input screen. The server calculates charges based on the meter reading data, generates billing data, and transmits the billing data to the mobile phone. When the billing data is printed from the printer, the mobile phone erases the corresponding customer data.

Further, Patent Literature 2 describes a system that provides a bill issuing system or the like that can efficiently perform billing work for gas charges when gas meters are read.

In Patent Document 2, the delivery server includes a receiving unit that receives a request from a mobile terminal for meter reading processing of a gas meter as a meter reading target, performs meter reading processing according to the request, and calculates the customer's gas fee for the current month of meter reading. and a calculation unit confirming the payment status of the customer's gas fee before the current month of meter reading in response to the above request from the payment status of the storage device, and reading out the unpaid gas fee from the storage device when the gas fee has not been paid. It has a status confirmation unit, an issuing unit that issues bill information including gas charges for the current month of meter reading and unpaid gas charges, and a transmission unit that transmits the bill information to a mobile terminal.

Japanese Patent Application Publication No. 2013-93044 "Patent No. 5457566" Japanese Patent Application Publication No. 2014-013504 "Patent No. 5552142"

However, in Patent Documents 1 and 2, charges are calculated based on meter reading data. There is no change reason (condition information) such as a different fee charged to the customer.

The present invention provides an invoice issuance management control device and an invoice issuance management control in a work sharing system that can reduce the burden on a person in charge of performing work by automatically judging the billing party according to conditions related to the work performed. The goal is to obtain the device program.

The invoice issuance management control device according to the present invention comprises a reception unit that receives business information after a person in charge of performing a task has performed a task, and a bill generation instruction when the reception unit receives the business information received by the reception unit. , an acquisition unit that acquires condition information that corresponds to the work that has been performed and that defines conditions related to calculation of fees and calculation of billing destinations; Based on stored database information on the fee system, a determination unit that determines a billing destination for each work item of the business information, and a cost incurred for performing the business to the customer in the business information. an acknowledgment unit that outputs an invoice with extracted billing items for billing charges based on and checking the condition information corresponding to the business with the database information to determine whether or not there is a charge for each business and the billing destination.

In the present invention, a high-level control unit that collectively manages information on the results of business execution, a low-level control unit that can be carried by a person in charge of business execution, and a middle-level control unit that manages a plurality of the low-level control units,
Invoice issuance management control by the reception unit, the acquisition unit, the determination unit, and the authorization unit is performed by the high-level control unit or the middle-level control unit.

According to the present invention, for example, after receiving the business information received by the reception unit, when there is an instruction to create an invoice from the lower control unit, at least one of the upper control unit and the intermediate control unit executes Acquisition of business-related condition information, automatic determination of the billing destination for each work item in the business information based on the condition information, and billing the customer for the cost of performing the business within the business information In addition to extracting the items and outputting the invoice, the customer's confirmation response to the output invoice is used to certify the completion of the business. As a result, it is possible to support the issuance of invoices by the person in charge of executing the work at the site, and to certify the completion of the execution of the work.

In the present invention, each of the middle level control units owns an inventory of parts necessary for business execution, and the upper level control unit aggregates the inventory information of the parts owned by the middle level control units. It is characterized by collectively managing the inventory, replenishing the inventory to each of the intermediate control units, and allocating the inventory among the intermediate control units.

In the high-level control unit, when an invoice is issued, stocks such as parts used in business execution are replenished, or inventory is shared between middle-level control units. It can be performed.

The present invention is characterized in that the condition information includes at least one of warranty determination information, gas contractor information, service subscription status information including at least maintenance, equipment information, repair method information, and recall/defect information. .

By including at least one of warranty determination information, gas contract information, service subscription status information, equipment information, repair method information, and recall/defect information as condition information, it is possible to accurately determine the billing destination. .

A billing management control program according to the present invention causes a computer to operate as a reception unit, an acquisition unit, a judgment unit, and a certification unit of the billing management control apparatus.

As described above, according to the present invention, it is possible to reduce the burden on the person in charge of performing the task by automatically determining the billing destination according to the conditions related to the task performed.

1 is a schematic diagram of a work sharing system according to the present embodiment; FIG. (A) relates to the present embodiment, and is a functional block diagram explaining control by function in an invoice creation unit provided in a customer terminal device (intermediate control unit); FIG. 2 is a conceptual diagram showing a state of cooperation among a control unit, a middle-level control unit, and a low-level control unit; As an example, it is a flow chart showing a progress management control routine executed by the business support management server. A necessary and sufficient system diagram for not only utilization of customer's work history information but also execution of a series of work from reception of work such as repair to billing after completion of work in the invoice issuance management control device of the present invention. is an embodiment of FIG. 11 is a flowchart (1/3) for receiving a device repair in the work flow in the system of the present embodiment; FIG. FIG. 10 is a flowchart (2/3) for receiving a device repair in the work flow in the system of the present embodiment; FIG. 3 is a flow chart (3/3) for receiving a device repair in the work flow in the system of the present embodiment. 11 is a flowchart (1/11) for on-site equipment repair work in the work flow in the system of the present embodiment. 11 is a flowchart (2/11) for on-site equipment repair work in the work flow in the system of the present embodiment. 11 is a flowchart (3/11) for on-site equipment repair work in the work flow in the system of the present embodiment. FIG. 4 is a flowchart (4/11) for on-site equipment repair work in the work flow in the system of the present embodiment; FIG. 11 is a flowchart (5/11) for on-site equipment repair work in the work flow in the system of the present embodiment. 11 is a flowchart (6/11) for on-site equipment repair work in the work flow in the system of the present embodiment. 11 is a flowchart (7/11) for on-site equipment repair work in the work flow in the system of the present embodiment. 11 is a flow chart (8/11) for on-site equipment repair work in the work flow in the system of the present embodiment. 11 is a flow chart (9/11) for on-site work for equipment repair in the work flow in the system of the present embodiment. FIG. 10 is a flow chart (10/11) for field work for equipment repair in the work flow in the system of the present embodiment; FIG. 11 is a flow chart (11/11) for on-site equipment repair work in the work flow in the system of the present embodiment. FIG. 10 is a flowchart (1/2) for approval/cancellation of parts ordering for equipment repair in the work flow in the system of the present embodiment; FIG. 2 is a flowchart (2/2) for approving/cancelling an order for parts for equipment repair in the work flow in the system of the present embodiment.

FIG. 1 is a schematic diagram of a work sharing system 10 according to this embodiment.

The task sharing system 10 includes, for example, a task support management server 84 and a customer service terminal device 16 installed in the affiliated store 14 .

The business support management server 84 and the customer service terminal device 16 are connected via the network 20 so that mutual communication of information is possible.

In addition, the partner store 14 is equipped with a communication portable terminal 22 that has the same function as the customer terminal device 16 and that can be carried by the person in charge of business execution to the site of business execution.

The mobile communication terminal 22 communicates with the customer-facing terminal device 16 of the affiliated store 14 via a wireless communication base 20A whose communication area is the business execution site, and also communicates directly with the gas manager (for example, the business support management server 84). ) are also accessible.

Here, for example, when the customer 24 requests the affiliated store 14 to repair the gas appliance from the customer terminal 26, the affiliated store 14 accepts the repair request (accepting unit 16A).

In FIG. 1, a smart phone is illustrated as the customer terminal 26, but other communication devices such as a mobile phone and a landline phone may be used.

In addition, the customer 24 may directly contact the customer service center (not shown in FIG. 1) on the side of the gas manager without asking the affiliated shop 14 for repair, or the customer 24 may contact the customer center (not shown in FIG. 1), or the PC (personal computer, (not shown in FIG. 1) may be used to request repair through network communication.

A repair request is received from the customer 24 to the affiliated shop 14, and when the request is accepted, the task sharing section 16B of the customer terminal device 16 selects a person in charge of performing the task.

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

The job execution instructions are assigned to the fixed person in charge of the job from among the selected persons in charge of the job, and the schedule is managed.

Here, when the person in charge of performing the task performs the task in accordance with the task performance instruction, the task execution result report is prepared after performing the task. The performance report contains the nature of an invoice to the customer. In other words, an invoice is created for the customer based on the contents of the business performance report.

However, there are cases where the billing destination for the work performed is different, and even for the same work, the billing fee may differ depending on the biller.

For example, billing destinations (gas management companies, customers, manufacturers, contracted maintenance shops, construction shops, etc.) change due to various factors such as the customer's contract status, various warranties, and recalls. In this case, the business execution site (person in charge of business execution) must calculate and bill an appropriate billing amount to each billing destination.

It should be noted that, depending on the content of the work, there are cases where a uniform fee is set regardless of the above factors, resulting in a uniform cost price (billing).

For those in charge of business execution on-site, it is necessary to understand the complicated fee system and to bill accurately without delay, in order to create work performance reports and invoices, especially to identify billing destinations on invoices. There is, and you will be forced to do complicated work.

Therefore, in the present embodiment, the business support management server 84 as the upper control unit, the customer terminal device 16 as the middle control unit, and the communication mobile terminal 22 as the lower control unit are linked to each other, so that complicated charges can be handled. Under the system, we built a function (billing creation function) that accurately identifies the billing destination without delay. Note that the work execution result report and invoice are created as a set, but the following description will focus on the invoice.

As shown in FIG. 1, in the present embodiment, the customer terminal device 16 is provided with an invoice creating section 16C and a condition information database 16DB.

The invoice creation unit 16C is activated in response to an invoice creation instruction based on the business information and the business execution result report received from the communication mobile terminal 22, and based on the information on the fee system stored in the condition information database 16DB, An invoice is created according to the business information. Business information refers to information about the content of business and its results.

A condition information database 84DB is provided in the business support management server 84, which is a higher control unit. That is, in the present embodiment, the condition information database 16DB and the condition information database 84DB exist.

In this embodiment, the condition information database 16DB stores condition information (local condition information) for each area under the jurisdiction of each affiliated store 14, and the condition information database 84DB stores condition information ( global condition information). This is because there may be fee services set for each region.

Local condition information in each affiliated store 14 may be stored in the condition information database 84DB. In this case, each affiliated store 14 does not need the condition information database 16DB. All that is required is to access the business support management server 84 from each affiliated store 14 and acquire local condition information as well as global condition information. Just do it.

FIG. 2(A) is a functional block diagram for explaining control by function in the invoice creation unit 16C provided in the customer terminal device 16 (middle-level control unit) according to the present embodiment.

The mobile communication terminal 22 (subordinate control unit) includes a business information output unit 30 , a creation instruction unit 32 , a reception unit 34 and an approval confirmation unit 35 .

The person in charge of business execution outputs the business information to the customer terminal device 16 via the business information output unit 30 after completing the business at the business site.

In the customer terminal device 16, the information output from the business information output unit 30 is acquired by the business information acquisition unit 36 and temporarily stored.

After outputting the business information via the business information output unit 30 of the communication mobile terminal 22, the person in charge of executing the business outputs an instruction to create an invoice to the customer terminal device 16 via the creation instruction unit 32 in chronological order. .

In the customer-facing terminal device 16 , the creating section 38 receives the creating instruction from the creating instructing section 32 .

Upon receiving the creation instruction, the creation unit 38 creates a bill based on the business information acquired by the business information acquisition unit 36 . At this time, the billing destination may differ for each task (or each item within one task).

Therefore, the creation unit 38 inquires of the condition information acquisition unit 40 about the condition information.

The condition information acquisition unit 40 is connected to the condition information database 16DB and the condition information database 84DB provided in the business support management server 84 (upper control unit), and obtains conditions corresponding to the requested business (or item). The information is read out and notified to the charge billing destination determination unit 42 . The condition information includes, for example, warranty determination information, gas contract information, service subscription status information including at least maintenance, equipment information, repair method information, and recall/defect information necessary for calculating fees and billing destinations. information.

The billing party determination unit 42 determines the charge and the billing party for each task (or item), and outputs them to the output unit 44 .

The output unit 44 outputs the invoice to the reception unit 34 of the mobile communication terminal 22 .

The mobile communication terminal 22 outputs the bill received by the receiving unit 34 to the output device.

In this embodiment, it is displayed on the touch panel screen as an output from an output device. At this time, the acknowledgment confirmation unit 35 asks the customer to confirm the display screen and asks the customer to confirm the acknowledgment of the business execution by means of a so-called electronic signature.

The customer views the invoice displayed on the touch panel screen and signs a signature input area provided in a part of the screen with a touch pen or the like, thereby acknowledging and confirming that the business has been completed.

The approval confirmation section 35 is sent to the business execution completion certifying section 46 of the customer terminal device 16, and notifies the business support management server 84 of the completion of business execution and confirmation of the customer's approval, thereby indicating that the business has been completed. Become.

As described above, the person in charge of executing the work at the work execution site obtains an invoice with a clear billing destination for each work and item, even if he/she does not fully understand the complicated fee structure. Invoices to customers can be issued without delay and accurately.

The operation of this embodiment will be described below according to the flowchart of FIG.

In step 50, it is determined whether business information has been acquired. If the determination at step 50 is negative, this routine ends. If the determination in step 50 is affirmative, the process proceeds to step 52 .

At step 52, it is determined whether or not there is an instruction to create a bill. If a negative determination is made in step 52, the process waits.

At step 54, the condition information database 16DB and/or the condition information database 84DB are accessed, and then the process proceeds to step 56 to start creating an invoice.

In the next step 58, the condition information corresponding to the business information is acquired, then the process proceeds to step 60 to determine the billing destination, and the process proceeds to step 62 to reflect it on the invoice.

In the next step 64, it is determined whether or not the preparation of the bill has been completed. If the determination is negative, the process returns to step 58 and the above steps are repeated.

If the determination in step 64 is affirmative, the process proceeds to step 66 to output the invoice to the communication portable terminal 22, and the process proceeds to step 68.

In step 68, based on the invoice sent to the communication portable terminal 22, it is determined whether or not a signature confirming approval (customer signature) has been received from the customer.

If the determination at step 68 is negative, the client's signature is waited for, and if the determination is affirmative, the routine proceeds to step 70 to execute a job execution completion process, and this routine ends.

In addition, if for some reason it is not possible to receive the customer's signature, the reason etc. will be stated in the work execution result report created together with the invoice, and the work will not be completed at the work execution site without performing the work execution completion process. may be terminated once.

As described above, in the present embodiment, the person in charge of performing the task who has performed the task at the site needs to create a report on the results of the task, determine the billing destination, and prepare an invoice. . Charges differ depending on various conditions. For example, if it is a warranty period, there is no need to make a claim to the customer, and if the customer is subscribing to a maintenance service or the like, it is necessary to determine whether it falls within the scope of the maintenance contract.

Therefore, the person in charge of business execution notifies the business information to the affiliated shop 14 from which the person in charge of business execution is dispatched, and instructs the creation of the invoice. Based on this instruction, the condition information acquisition unit 40 acquires condition information related to the work performed by the business execution department of the affiliated store 14, and based on the condition information, automatically bills for each work item in the work information. It judges, prepares a bill to be notified to the customer, and outputs it to the communication terminal device carried by the person in charge of executing the work on site. As a result, it is possible to reduce the burden on the person in charge of executing the work at the site.

In addition, the middle-level control unit can recognize the completion of business execution based on the customer's response to the invoice notification (for example, inputting an electronic signature to the low-level control unit, etc.).

In this embodiment, as shown in FIG. 2(A), a communication portable terminal 22 of a person in charge of business execution is used as a subordinate control unit, and a customer correspondence terminal device 16 installed in a business execution department such as an affiliated store 14 is used. was taken as the central control unit, the communication portable terminal 22 and the customer terminal device 16 may be treated as the same control unit.

As shown in FIG. 2B, the lower control unit (communication mobile terminal 22) directly accesses the upper control unit (business support management server 84) without going through the intermediate control unit (customer terminal device 16). and receive the business information.

In addition, in the present embodiment, an invoice is issued when the business is performed. Based on the invoice, the parts used in the business are extracted, and the inventory status at each affiliated store 14 is managed. You may make it

Inventory control is performed by an inventory control server 86 shown in dashed lines in FIG. The inventory management server 86 is provided with an inventory information database 86DB. The inventory information database 86DB stores data showing the correlation between each part and the affiliated maintenance shop that manages the part, and the inventory status of each affiliated shop 14 is confirmed based on the created invoice. Then, by extracting and replenishing the parts to be replenished, it is possible to eliminate excess or shortage of inventory at each affiliated store 14.例文帳に追加

Furthermore, the billing management control apparatus according to the present invention is not limited to the repair work described in the present embodiment. That is, the billing issuance management control device according to the present invention can be used for other tasks such as regular security patrols, shutoff valves, equipment sales, etc., in addition to repair tasks.

In the following, as an example, the flow of issuing an invoice when a repair work is accepted in the work sharing system of the present embodiment will be described. Information gathering in this embodiment is performed in conjunction with the operations of steps 650A-656A in FIG. 14, steps 704A and 706A in FIG. 15, and steps 708A-716A in FIG.

FIG. 4 shows not only utilization of customer's business history information in the invoice issuing management control device of the present invention, but also necessary up to execution of a series of work from reception of business such as repair to billing after completion of business. It is a constructed example of a sufficient system.

In addition, the same reference numerals are given to the portions that overlap with the configuration described in the present embodiment (see FIG. 1).

As shown in FIG. 4, an intranet 82 such as a LAN (Local Area Network) or WAN (Wide Area Network) is established on the side of the gas manager 80 .

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

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

The Internet 20 is connected to a customer service terminal device 16 installed in an affiliated store 14, and a communication terminal device 22 possessed by each person in charge of business execution can access the Internet 20 via a wireless communication base 20A. It's becoming

A PC 92 owned by a customer is connected to the Internet 20, and a request for repair or the like can be submitted through the Internet 20. FIG.

In addition, using the telephone line 94, the customer can use the customer terminal 26 (e.g., telephone) to access the department (partner store 14) where the customer terminal device 16 is installed, the department (managing department) where the customer center management server 90 is installed. customer center) and the department where the business support management server 84 is installed.

The operation of this embodiment will be described below.

First, a customer-facing terminal device 16 installed in an affiliated shop 14 and a communication terminal device 22 possessed by a person in charge of executing the business, which are executed when a business request (here, repair business is taken as an example) is received from a customer. , and any server connected to the intranet 82. Although the work flow includes both processing by the control program and manual processing by a person in charge, etc., the work flow will be described as a work flow in which the three parties are associated in chronological order under the following conditions.

(Condition 1) The code "A" is attached to the end of the step number for the processing at the customer terminal device 16 (installed at the affiliated store 14).

(Condition 2) The code "B" is attached to the end of the step number for the processing in the communication terminal device 22 (portable of the person in charge of carrying out the work).

(Condition 3) A code "C" is attached to the end of the step number for processing in which a database of any server connected to the intranet 82 is accessed.

(Condition 4) When a customer makes a business request by calling using a telephone (mobile phone, smartphone, landline phone, etc.), or by communication using a communication device (PC, smartphone, tablet-type communication terminal device, etc.) There is a case where there is a business request, but here, collectively, the processing on the PC92 is given a code "D" at the end of the step number as the processing on the "PC92". It should be noted that, as an exception, it is assumed that the execution of a simple treatment by the customer is included in the processing with the sign "D" added to the end of the step number (see step 206D described later).

"Reception of equipment repair"

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

(Figure 5 work flow)

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

At the time of this identification, it is determined whether or not there is a corresponding customer (whether or not the customer has already been registered) (step 106A). (Step 108C), the customer registration is executed (Step 110A).

On the other hand, if the determination in step 106A is affirmative, access the database of any server connected to the intranet 82 (step 112C), check the customer information (step 114A), and proceed to step 116A. Also when the customer registration is completed in step 110A, the process proceeds to step 116A to confirm the content of the offered business.

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

On the other hand, if the determination in step 118A is affirmative, the database of any server connected to the intranet 82 is accessed (step 122C), and past work, contact history, and planned projects are confirmed (step 124A).

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

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

The work flow of FIG. 6 continues from step 134A of FIG.

First, the target equipment is confirmed (step 166A), the database of any server connected to the intranet 82 is accessed (step 168C), and the customer-owned equipment list is selected (step 170A). In step 170A, if the selection is successful (affirmative determination in step 172A), the details of the failure are confirmed (step 174A).

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

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

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

After reporting the contents of the failure, if there is no simple remedy method (negative determination in step 192A), access the database of any server connected to the intranet 82 (step 194C), and confirm the work task location (step 196A), and judges whether or not it is necessary to change the branch in charge (step 198A).

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

If it is necessary to change the person in charge (affirmative determination in step 198A), the database of any server connected to the intranet 82 is accessed (step 200C), and notification of the change in the work location is notified (step 200C). 202A), and shifts according to the processing continuation point C1 (shifts to step 240A in FIG. 7).

On the other hand, after reporting the details of the failure in step 190A, if there is a simple remedy method (affirmative determination in step 192A), explain the simple remedy method to the customer and request implementation (step 204A). performs a simple procedure (step 206D). The customer reports to the customer terminal device 16 whether or not the trouble has been resolved by implementing the simple measures.

If the trouble has been resolved (affirmative determination in step 208D), the database of any server connected to the intranet 82 is accessed (step 210C), a telephone response completion report is made (step 212A), and the processing continuation point D1. (go to step 268A in FIG. 7).

If the trouble is not resolved by the customer's simple measures (negative determination in step 208D), the database of any server connected to the intranet 82 is accessed (step 194C) to confirm the work location. (step 196A), and determines whether or not it is necessary to change the person in charge (step 198A).

If there is no need to change the person in charge, the process proceeds to the processing continuation point C1 (moves to step 240A in FIG. 7).

If it is necessary to change the person in charge (affirmative determination in step 198A), the database of any server connected to the intranet 82 is accessed (step 200C), and notification of the change in the work location is notified (step 200C). 202A), and shifts according to the processing continuation point C1 (shifts to step 240A in FIG. 7).

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

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

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

If adjustment is necessary (affirmative determination in step 260A), explain to the customer that the site worker will contact the date and time later (step 262A), access the database of any server connected to the intranet 82 ( Step 264C), report the scheduled work date and time (Step 266A), and proceed to Step 268A.

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

At step 268A, it is determined whether or not other services are accepted. If there is no reception of other work (negative determination in step 268A), the reception is completed (step 276A), and if there is reception of other work (positive determination in step 268A), the process proceeds to the processing continuation point E1 (Fig. 5 to step 116A).

"Field work for equipment repair"

FIGS. 8 to 18 show the PC 92, the customer terminal device 16, the communication terminal device 22 possessed by the person in charge of business execution, and the customer management server 12 in the case of "on-site support" according to the present embodiment. It is the work flow that is executed between In addition, correspondence between the business execution site and the communication terminal device 22 possessed by the person in charge of business execution and the customer management server 12 are basically the main components.

(Work flow in Fig. 8)

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

If absent (negative determination in step 402A), contact the office to issue an absentee slip P1 (steps 404A and 406A), access the database of any server connected to the intranet 82 (step 408C), the absence status is reported (step 410A), and the processing continues according to the processing continuation point Q2 (moves to step 778A in FIG. 17 to be described later).

On the other hand, if the user is at home (affirmative determination in step 402A), or if the process is shifted from step 682A in FIG. (step 412C) to execute a job start report (step 414A).

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

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

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

If the device needs to be registered (affirmative determination in step 430A), the name is changed to the owned device management minor classification (step 432A), and if the device registration is unnecessary (negative determination in step 430A), nothing is done. The database of any server connected to the intranet 82 is accessed (step 434C), and the serial number and date of manufacture are confirmed and reported (step 436A).

Even if the device is specified (negative determination in step 424A), the process proceeds to step 436A, accesses the database of any server connected to the intranet 82 (step 434C), and obtains the serial number/manufacturer Check and report dates.

The business representative then accesses the database of any server connected to the intranet 82 (step 438C) and performs fault diagnosis (step 440A). After diagnosing the failure, it is determined whether confirmation of the technical information is necessary (step 442A).

If technical information is required, access a database on any server connected to intranet 82 (step 444C), check repair statistics (step 446A), check equipment information service (step 448A), and "Technical information (technical guide information)" is confirmed (step 450A), and at the same time, the database of any server connected to the intranet 82 (for example, supply of a specific maintenance tool managed by the business support management server 84 shown in FIG. 4) database) (step 452C), acquires a specific maintenance tool (step 454A), and proceeds according to the processing continuation point B2 (moves to step 458A in FIG. 9 to be described later).

If the technical information is unnecessary (negative determination in step 442A), the process proceeds to the processing continuation point B2 (to step 458A in FIG. 9, which will be described later).

(Work flow in FIG. 9)

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

In the case of paid processing (affirmative determination in step 458A), access the database of any server connected to the intranet 82 (step 460C), and obtain the billing address (confirmation of the information under another name) (step 462A). , the billing destination (alternate name) is confirmed with the customer (step 464A), and if there is a change in the billing destination information (affirmative determination in step 466A), the database of any server connected to the intranet 82 is accessed. (Step 468C), register billing information (Step 470A), and proceed to Step 472A.

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

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

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

On the other hand, if an estimate is required (affirmative determination in step 474D), it is determined whether confirmation of technical information is required (step 476A). The process moves to this step 476A from step 528A in FIG. 10, which will be described later, via the process continuation point F2.

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

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

(Work flow in FIG. 10)

10, the processing is shifted from step 490A or 504A of FIG. 9 via processing continuation point D2, first, accessing the database of any server connected to the intranet 82 (step 506C), sort rank Automatic determination is performed (step 508A), and then it is determined whether or not rank input correction is necessary (step 510A).

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

Moreover, when it determines with step 510A that it is unnecessary, it transfers to step 516A.

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

Next, when it is determined in step 522A that there is a change in the part price, the database of any server connected to the intranet 82 is accessed (step 524C) and the change in the part price is notified (step 526A). , to step 528A.

Also, if it is determined in step 522A that there is no change in the price of parts, the process proceeds to step 528A.

At step 528A, it is determined whether or not there is another work, and if there is another work, the process proceeds to the processing continuation point F2 (moves to step 476A in FIG. 9 described above). Also, if there is no other work, the process proceeds to step 530A.

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

If there is no additional report (negative determination in step 530A), the database of any server connected to the intranet 82 is accessed (step 536C), the repair cost is automatically calculated and notified, and the processing continuation point is reached. The process proceeds according to E2 (moves to step 542A in FIG. 11, which will be described later).

(Work flow in FIG. 11)

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

The customer, for example, confirms the repair cost while viewing the quotation P2 (step 546D), and determines whether or not to approve the start of the work (step 548D).

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

In step 548D, if the start of work is accepted (affirmative determination in step 548D), it is determined whether or not parts are used (step 554A). It should be noted that step 554A may be shifted from step 458A or step 474D in FIG. 9 via the processing continuation point R2.

The work procedures after step 554A are classified into procedures 1 to 4 below.

(Procedure 1) In step 554A, if it is determined that parts are used, the parts are not owned, and same-day procurement of parts is not possible (positive determination in step 554A→negative determination in step 556A→negative determination in step 558A), the intranet 82 Access the database of any server connected (step 560C), place an order for parts (step 562A), access the database of any server connected to the intranet 82 (step 564C), and deliver the parts. Confirm the date (step 566A), explain to the customer that the repair will be performed after delivery of the parts (step 568A), and proceed to the processing continuation point A2 (to step 786A in FIG. 18, which will be described later).

(Step 2)

In step 554A, if it is determined that the parts are used, the parts are not in stock, and the parts can be procured on the same day (positive determination in step 554A→negative determination in step 556A→positive determination in step 558A), the customer is requested to supply the parts. It is explained that the arrangement will be made within the day (step 570A), the repair work is executed (step 572A), and at step 574A, if the work is determined to be half-finished, the process proceeds to the processing continuation point A2 (to be described later). Move to step 786A in FIG. 18), and if it is determined in step 574A that the work has been completed, then move to the processing continuation point H2 (to step 578A in FIG. 12 to be described later).

(Step 3)

In step 554A, when it is determined that the parts are used and that the parts are available (positive determination in step 554A→positive determination in step 556A), the repair work is executed (step 572A), and the work is half completed in step 574A. If it is determined that the work has been completed, the process proceeds to the processing continuation point A2 (proceeds to step 786A in FIG. 18, which will be described later). Go to step 578A in FIG. 12).

(Step 4)

If it is determined in step 554A that no parts are used (negative determination in step 554A), the repair work is executed (step 572A). If the work is determined to be completed in step 574A, the process proceeds to the processing continuation point H2 (to step 578A in FIG. 12 described later).

(Work flow in FIG. 12)

12, the process is shifted from step 574A in FIG. 11 via the process continuation point H2, and first accesses the database of any server connected to the intranet 82 (step 576C) to check the work completion status. report (step 578A), then access the database of any server connected to the intranet 82 (step 580C), report the CO meter results (step 582A), then connect to the intranet 82; Access any server's database (step 584C), report leak test performance (step 586A), and proceed to step 588A. Step 588A may be transitioned from step 662A of FIG. 14 described later via processing continuation point L2.

Step 588A determines whether it is the same as provisional registration. If they are the same (affirmative determination in step 588A), it is determined whether or not there is an order for spare parts (step 590A). Access (step 592C), place an order for spare parts (step 594A), and proceed according to the processing continuation point M2 (step 676A in FIG. 15 to be described later). If no order has been placed (negative determination at step 590A), the process proceeds to the processing continuation point M2 (step 676A in FIG. 15 to be described later).

On the other hand, if a negative determination is made in step 588A (determined as different from temporary registration), it is determined whether or not it is a specially instructed work (step 596A).

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

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

(Work flow in FIG. 13)

In FIG. 13, the process is shifted from step 608A in FIG. 12 via the process continuation point J2, and first, it is determined whether determination is impossible or change is necessary in the result of automatic guarantee determination (step 608A in FIG. 12). (Step 610A).

If it is determined in step 610A that the determination is possible and the change is not necessary (negative determination in step 610A), the process proceeds to step 612A.

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

・Step 614A→Confirmation of repair and inspection history (Confirm whether or not the repair and inspection has been completed in the repair and inspection history.)
・Step 616A→Confirmation of system/owned device information (checks if the owned device information is correct)
・Step 618A→Confirmation of other information ・Step 620A→Judgment of warranty claim destination (confirms whether the warranty claim destination is correct)
・Step 622A→Correction of guaranteed automatic judgment result (correction is performed when the automatic judgment result itself needs to be corrected based on the judgment result of step 620A.)

In a negative determination in step 610A or in step 612A, which is a transition from step 622A, the database of any server connected to the intranet 82 is accessed (step 634C), the repair rank is automatically determined, and rank input/correction is required. (Step 636A).

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

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

(Work flow in FIG. 14)

In FIG. 14, the processing is shifted from step 636A or 640A in FIG. 13 via the processing continuation point K2. is referred to (step 644A).

If the part is not used (negative determination in step 642A), the process proceeds to step 662A.

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

When parts are used (affirmative determination in step 642A) and parts information is to be referred (affirmative determination in step 644A), the database of any server connected to the intranet 82 is accessed (step 648C), and the exploded view of the parts is displayed. While referring (step 650A), refer to the common part (step 652A) and proceed to step 646A. Note that step 650A and step 652A are collectively referred to as reference step 654A.

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

At step 650A, it is determined whether or not the spare parts have been ordered. If the determination at step 650A is affirmative, the database of any server connected to the intranet 82 is accessed (step 652C), and the order for spare parts is notified. (step 654A) and proceed to step 656A. If the determination in step 650A is negative, the process proceeds to step 656A.

At step 656A, it is determined whether or not the parts price needs to be changed. If the determination at step 656A is affirmative (necessary), the database of any server connected to the intranet 82 is accessed (step 658C), and the parts price is changed. Notify the change (step 660A) and proceed to step 662A. If the determination in step 656A is negative (unnecessary), the process proceeds to step 662A.

At step 662A, it is determined whether or not there is another work, and if the determination is affirmative (there is another work), the process proceeds to the processing continuation point L2 (moves to step 588A in FIG. 12 described above).

In the case of a negative determination (no other work) at step 662A, it is determined whether or not there is a need for additional setting (step 664A).

If the determination in step 664A is affirmative (additional setting is required), access the database of any server connected to the intranet 82 (step 666C), notify the additional setting (step 668A), and proceed to step 670A. .

If the determination in step 664A is negative (addition setting not required), the process proceeds to step 670A.

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

(Work flow in FIG. 15)

15, the process is shifted from step 590A, step 594A in FIG. 12 or step 670A in FIG. (step 674C), confirm the billing amount (step 676A), access the database of any server connected to the intranet 82 (step 678C), and issue a repair result notice (step 678C). Step 680A), and go to step 682A.

At step 682A, it is determined whether or not there is another subject for the same customer (customer). If the determination in step 682A is affirmative, the process proceeds to the process continuation point S2 (proceeds to step 414A in FIG. 8 described above). Also, if a negative determination is made in step 682A, the repair result is explained to the customer (step 684A).

In the next step 686D, the customer confirms the work result while viewing the repair result notice P3. Next, when requesting approval acquisition (step 688A), the customer determines whether or not to approve the signature (step 690D). If the determination in step 690D is affirmative, the customer signs (step 692D), accesses the database of any server connected to intranet 82 (step 694C), is notified of the signature, and proceeds to step 704A. do.

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

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

In step 700A, the database of any server connected to the intranet 82 is accessed (step 702C), the reason for non-acquisition of the signature is reported, and the process proceeds according to the processing continuation point O2 (moves to step 778A in FIG. 17 to be described later). ).

In step 704A, it is determined whether or not there is a bill to the customer (customer), and if there is (affirmative determination in step 704A), it is determined whether or not the billing party is under another name (step 706A).

If a negative determination is made in step 704A (no billing to the customer) or a positive determination is made in step 706A (the billing party is under a different name), the process proceeds to the processing continuation point O2 (the step in FIG. 17 to be described later). 778A).

If the determination in step 704A is affirmative (there is a bill to the customer (customer)) and the determination in step 706A is negative (the billing party is not under another name), the process proceeds to the processing continuation point N2 (Fig. 16 to step 708A).

(Work flow in FIG. 16)

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

If the determination in step 710A is affirmative (there is a discount), access the database of any server connected to the intranet 82 (step 712C), report the discount amount (step 714A), and proceed to step 716A. . If a negative determination (no discount) is made in step 710A, the process proceeds to step 716A.

At step 716A, the database of any server connected to the intranet 82 is accessed (step 718C), the payment method is confirmed, and then it is determined whether or not to issue a bill (step 720A).

If the determination in step 720A is affirmative (invoice is required), the database of any server connected to the intranet 82 is accessed (step 722C), and invoice P4 and statement P5 are issued (step 724A). ) and go to step 726A. If a negative determination is made in step 720A (no billing required), the process proceeds to step 726A.

Step 726A accesses a database on any server connected to intranet 82 (step 728C), reports payment methods, and then distributes transactions by payment method (step 730A).

(If the payment method is cash)

From step 730A to step 732A, it is determined whether the collection is on the day or at a later date. If it is determined in step 732A that the payment is to be collected on the same day, the customer (customer) pays (step 734D), accesses the database of any server connected to the intranet 82 (step 736C), Report the collection information (step 738A), then access the database of any server connected to the intranet 82 (step 740C), issue a receipt P6 (step 742A), and proceed to step 746A. , to determine whether the statement has been issued.

At step 746A, if the statement has been issued, the process proceeds according to the processing continuation point O2 (moves to step 778A in FIG. 17 to be described later). If the statement has not yet been issued, access the database of any server connected to the intranet 82 (step 748C), issue the statement P7 (step 750A), and proceed according to the processing continuation point O2 ( Go to step 778A in FIG. 17 to be described later).

On the other hand, if it is determined in step 732A that the money will be collected at a later date, the process proceeds according to the processing continuation point O2 (proceeds to step 778A in FIG. 17 to be described later).

(If the payment method is a credit card)

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

(If the payment method is bank transfer)

The process proceeds from step 730A to step 758A to explain the payee, and proceeds according to the processing continuation point O2 (moves to step 778A in FIG. 17 to be described later).

(Work flow in FIG. 17)

17, the process is shifted from step 704A or step 706A in FIG. 15, or step 746A, step 750A, step 732A, step 756A, or step 758A in FIG. 16 via the process continuation point O2. At 778A, an end of job report is performed and the field work is completed (step 782A).
Note that step 778A may be entered via step 410A in FIG. 8, step 552A in FIG. 11, or processing continuation point Q2 in FIG.

(Work flow in FIG. 18)

18, the process is transferred from step 568A or step 574A of FIG. 11 via the process continuation point A2, and first accesses the database of any server connected to the intranet 82 (step 784C) to perform the work. The reason for non-completion is reported (step 786A), then the process moves to step 788A to confirm the next desired date, and the customer is asked to reply to the desired date (step 790D).

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

If the determination in step 796A is affirmative (the scheduled work date is fixed), the next scheduled work date is confirmed (step 798A), and the process proceeds to step 800. If a negative determination is made in step 796 (the scheduled work date is not determined), it is explained that the work date will be contacted later (step 802A), and the process proceeds to step 800A.

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

"Approval/cancellation of parts orders for equipment repair"

FIGS. 19 and 20 show the customer terminal device 16, the communication terminal device 22 possessed by the person in charge of business execution, and the 1 is a work flow executed between customer management servers 12;

(Work flow in FIG. 19)

FIG. 19 is a work flow relating to an on-site order request report.

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

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

At step 828A, it is determined whether or not the order has been approved, and the process proceeds to step 830A to determine whether or not there is approval.

If the determination in step 830A is affirmative (approved), it is determined in step 832A whether or not there is a change in the order quantity.

If it is determined in step 832A that the order quantity needs to be changed, the order quantity is changed in step 834A, and the process proceeds to step 836A. If it is determined in step 832A that the order quantity does not need to be changed, the process proceeds to step 836A.

Step 836A accesses the database of any server connected to intranet 82 (step 838C) to report approval, and then accesses the database of any server connected to intranet 82 (step 838C). 840C), issue an order sheet P8 (step 842A), and complete the order (step 844A).

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

(Work flow in FIG. 20)

FIG. 20 is a work flow regarding the necessity of part order cancellation.

First, confirm the information on the part to be canceled (step 854A), access the database of any server connected to the intranet 82 (step 856C), confirm the status of order approval implementation (step 858A), and proceed to step 860A. After migration, the customer management server 12 judges whether it has been approved or not.

If it is determined that the order has been approved in step 860A, the inventory control database 86DB is accessed (step 862C), the order status is confirmed (step 864A), and it is determined whether or not cancellation is possible (step 866A). If it is judged that the order can be canceled at step 866A, the inventory management database 86DB is accessed (step 868C), the cancellation is reported (step 870A), and the order cancellation is completed (step 872A). Also, if it is determined that the order cannot be canceled in step 866A, the order cannot be canceled (step 874A).

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

10 work sharing system 14 affiliated store 16 customer correspondence terminal device (middle level control unit)
16A reception unit 16B task sharing unit 16C invoice creation unit 20 network 22 communication mobile terminal (lower control unit)
20A wireless communication base 24 customer 26 customer terminal 84 business support management server (upper control unit)
84DB Condition information database 30 Business information output unit 32 Creation instruction unit 34 Receipt unit 35 Approval confirmation unit 36 Business information acquisition unit (reception unit)
38 creation unit (acquisition unit)
40 condition information acquisition unit (acquisition unit)
42 billing destination judgment unit (judgment unit)
44 output section (authentication section)
46 Business Performance Completion Approval Department (Certification Department)
86 Inventory management server 86DB Inventory information database (Example)
80 Gas administrator 82 Intranet 88 Route optimization management server 90 Customer center management server 91 Router 92 PC (customer owned)
94 telephone lines

Claims (5)

a reception unit that receives work information after the work execution person in charge has executed the work;
After receiving the business information received by the reception unit, if there is an instruction to create an invoice, the condition information that corresponds to the executed business and specifies the conditions related to the calculation of the fee and the calculation of the billing destination an acquisition unit that acquires
a determination unit that determines a billing destination for each work item of the business information based on the condition information acquired by the acquisition unit and database information related to a fee system that is stored in advance in a condition information database ;
Out of the business information, an invoice is output by extracting billing items for billing the customer based on the cost of performing the business, and a confirmation response from the customer to the output invoice is used to confirm the business. and an accreditation department that certifies completion of performance;
The determination unit
A billing management control apparatus , wherein the condition information corresponding to the business and the database information are collated to determine whether or not there is a charge for each business and the billing destination. A high-level control unit that collectively manages information on the results of business execution, a low-level control unit that can be carried by a person in charge of business execution, and a middle-level control unit that manages a plurality of the low-level control units,
2. The bill according to claim 1, wherein management control of bill issuance by said reception unit, said acquisition unit, said determination unit, and said authorization unit is executed by said high-level control unit or said middle-level control unit. Issuance management controller. Each of the middle level control units owns an inventory of parts necessary for business execution, and the upper level control unit collects and batches the inventory information of the parts owned by the middle level control units. 3. The billing management and control apparatus according to claim 2, which manages inventory, replenishes inventory to each of said intermediate control units, and distributes inventory among said intermediate control units. Claims 1 to 5, wherein the condition information includes at least one of warranty judgment information, gas contractor information, service subscription status information including at least maintenance, equipment information, repair method information, and recall/defect information. 4. The billing management control device according to claim 3. the computer,
Operate as a reception unit, an acquisition unit, a determination unit, and a certification unit of the billing management control device according to any one of claims 1 to 4,
Billing management control program.

Images