KR102630187B1 - Method for managing service information and electronic apparatus supporting thereof - Google Patents

Abstract

A method of managing information about after-sales service in an electronic device, comprising: generating a service event based on a customer's after-sales service request; The person in charge of the service event is based on at least some of the information about the product subject to the requested after-sales service, customer address information, and service center operation information, which are confirmed based on the service event information about the generated service event. Confirming the first quarter; allocating the service event to the first quarter based on first information about available manpower and schedule corresponding to the first quarter; and updating the service event information and the service center operation information in response to the allocation.

Description

Method for managing service information and electronic device supporting the same {METHOD FOR MANAGING SERVICE INFORMATION AND ELECTRONIC APPARATUS SUPPORTING THEREOF}

The present invention relates to an electronic device and method for managing service-related information, specifically, information related to after-sales service to be provided for products sold to customers, information about workers performing after-sales service, and parts supply and demand. It relates to an electronic device and method for managing information about.

With the development of electronic technology, e-commerce has become a field of shopping. Customers can purchase items online without having to go to a shopping mall, market, or store in person, and items purchased online are delivered to the delivery address requested by the customer.

In the case of e-commerce, the provision of detailed and accurate information about products has a significant impact on service satisfaction, so various ways to provide more detailed and accurate information are being discussed.

Meanwhile, in e-commerce services, in the case of electrical or electronic products manufactured by SMEs (Small and Medium-sized Enterprises), it may be difficult to provide after-sales service depending on the capabilities of the manufacturer. This can be a factor that hinders the rate at which customers purchase the manufacturer's products through e-commerce services. In addition, as shopping through e-commerce becomes more common, the amount of data that must be processed by servers providing e-commerce services is becoming increasingly vast, and the need to propose efficient methods for managing information related to various e-commerce services is increasing. .

In relation to this, prior literature such as KR101756594B1 or KR101500849B1 may be referred to.

According to the method of the present invention, an electronic device can provide after-sales service for electrical products or electronic products sold through an e-commerce service.

According to the method of the present invention, an electronic device can integrate and provide after-sales service that is difficult for the product manufacturer to support, in addition to product sales through e-commerce services.

According to the method of the present invention, in order to provide after-sales service, the electronic device integrates service event management for requests for after-sales service from customers, management of workers assigned to perform after-sales service, and inventory management of parts required for after-sales service. It can be done by doing this.

The technical problems to be achieved in the present invention are not limited to the technical problems mentioned above, and other technical problems not mentioned will be clearly understood by those skilled in the art from the description below. You will be able to.

Various embodiments may provide a method of providing information about after-sales service and an electronic device that supports the same.

A method of managing information about after-sales service in an electronic device according to various embodiments disclosed in this document includes generating a service event based on a customer's after-sales service request; The person in charge of the service event is based on at least some of the information about the product subject to the requested after-sales service, customer address information, and service center operation information, which are confirmed based on the service event information about the generated service event. Confirming the first quarter; allocating the service event to the first quarter based on first information about available manpower and schedule corresponding to the first quarter; and updating the service event information and the service center operation information in response to the allocation.

In an embodiment, the first quarter corresponds to one or more workers, the first information includes information about the available manpower by date of the first quarter, and the information about the available manpower by date is the first priority. It includes available manpower information and second priority available manpower information, and the assigning step includes, when there is a first priority available manpower corresponding to the first date, the service event on the first quarter and the first date. Allocating, and when there is no first priority available manpower corresponding to the first date, allocating the service event based on the second priority available manpower information corresponding to the first date.

In an embodiment, the step of allocating the service event based on the second priority available manpower information includes, when the second priority available manpower exists, allocating the service event to the first quarter and the first date; , If the second priority available manpower does not exist, it may include the step of checking information about the available manpower for each date corresponding to the second date.

In an embodiment, the information management method, when there is no second priority available manpower corresponding to the first date in the first quarter, sends the service event based on information about the available manpower by date of the second quarter. transferring to the second quarter; And it may further include updating the service center operation information in response to the transfer.

In an embodiment, the information management method may further include updating parts inventory information regarding inventory of one or more parts based on parts usage information confirmed based on the service event information.

In an embodiment, the information management method includes generating an order list based on parts order information; And it may further include updating parts inventory information based on normal receipt confirmation information confirmed based on the order list and receipt information.

In an embodiment, the parts inventory information includes parts information about the one or more parts, and the parts information may include mapping information and part drawing information about one or more products corresponding to the parts.

In an embodiment, the parts inventory information may include per-service center inventory information regarding the parts inventory of each of one or more service centers providing after-sales service and parts inventory of a material center replenishing parts for each of the one or more service centers. and replenishable inventory information, wherein the information management method provides inventory information per service center corresponding to the first part and replenishable inventory information corresponding to the first part in response to an inventory confirmation request for the first part. Additional steps may be included.

In an embodiment, the information management method may further include providing parts order notification information based on inventory information per service center.

In an embodiment, the information management method includes: checking sales information corresponding to a product for which after-sales service is available; generating service demand forecast information regarding expected demand for after-sales service requests corresponding to a first period based on the sales information; And based on the service demand prediction information, it may further include generating parts demand prediction information regarding predicted parts order demand.

In an embodiment, generating the parts demand prediction information may include generating the parts demand prediction information based on one or more parts information identified based on the service demand prediction information and mapping information.

In an embodiment, generating the parts demand prediction information may include generating the parts demand prediction information based on service history information generated based on a completed service event.

An electronic device according to various embodiments disclosed in this document includes a communication unit; storage; and a processor, wherein the processor generates a service event based on a customer's after-sales service request, and identifies a product that is the target of the requested after-sales service based on service event information regarding the generated service event. Identify the first quarter in charge of the service event based on at least some of the information about, customer address information, and service center operation information, and based on the first information about the available manpower and schedule corresponding to the first quarter. The service event may be assigned to the first quarter, and the service event information and service center operation information may be updated in response to the assignment.

According to the method of the present invention, an electronic device can provide after-sales service for electrical products or electronic products sold through an e-commerce service.

According to the method of the present invention, the electronic device not only sells the product in an e-commerce service, but also provides integrated after-sales service that is difficult for the product manufacturer to support, thereby improving the marketability, sales rate, and customer experience of the product. .

According to the method of the present invention, in order to provide after-sales service, the electronic device integrates service event management for requests for after-sales service from customers, management of workers assigned to perform after-sales service, and inventory management of parts required for after-sales service. As this is done, efficient operation of e-commerce services and after-sales services can be expected.

The effects that can be obtained from the present invention are not limited to the effects mentioned above, and other effects not mentioned can be clearly understood by those skilled in the art from the description below. will be.

FIG. 1 is a diagram illustrating an information management system in which a method of managing information about after-sales service by an electronic device according to various embodiments of the present invention can be implemented.
FIG. 2 is a diagram illustrating the configuration of an electronic device, a customer device, an operator device, and a database according to various embodiments.
FIG. 3 is a diagram illustrating how after-sales service is provided to customers according to various embodiments.
FIG. 4 is a flowchart of an operation in which another electronic device manages a service event according to various embodiments.
Figure 5 is a flowchart of an operation in which an electronic device allocates a service event to a quota according to various embodiments.
Figure 6 is a diagram for explaining service center operation information according to various embodiments.
Figure 7 is a diagram for explaining first information according to an embodiment.
Figure 8 is a diagram for explaining first information according to an embodiment.
FIG. 9 is a flowchart of an operation in which an electronic device updates component inventory information according to various embodiments.
FIG. 10 is a flowchart of an operation in which an electronic device generates demand prediction information according to various embodiments.
FIG. 11 is a diagram illustrating the functional configuration of an electronic device for managing information about after-sales service according to various embodiments.

The following embodiments combine components and features of various embodiments in a predetermined form. Each component or feature may be considered optional unless explicitly stated otherwise. Each component or feature may be implemented in a form that is not combined with other components or features. Additionally, various embodiments may be configured by combining some components and features. The order of operations described in various embodiments may change. Some features or features of one embodiment may be included in other embodiments or may be replaced with corresponding features or features of other embodiments.

In the description of the drawings, procedures or steps that may obscure the gist of the various embodiments are not described, and procedures or steps that can be understood at the level of a person with ordinary knowledge in the relevant technical field are not described. did.

Throughout the specification, when a part is said to “comprise or include” a certain element, this means that it does not exclude other elements but may further include other elements, unless specifically stated to the contrary. do. In addition, terms such as "... unit", "... unit", and "module" used in the specification refer to a unit that processes at least one function or operation, which refers to hardware, software, or a combination of hardware and software. It can be implemented as: Additionally, the terms “a or an,” “one,” “the,” and similar related terms are used herein in the context of describing various embodiments (particularly in the context of the claims below). Unless otherwise indicated or clearly contradicted by context, it may be used in both singular and plural terms.

Hereinafter, preferred embodiments according to various embodiments will be described in detail with reference to the attached drawings. The detailed description set forth below in conjunction with the accompanying drawings is intended to illustrate exemplary embodiments of various embodiments and is not intended to represent the only embodiment.

In addition, specific terms used in various embodiments are provided to aid understanding of the various embodiments, and the use of such specific terms may be changed to other forms without departing from the technical spirit of the various embodiments. .

At this time, it will be understood that each block of the processing flow diagram diagrams and combinations of the flow diagram diagrams can be performed by computer program instructions. These computer program instructions can be mounted on a processor of a general-purpose computer, special-purpose computer, or other programmable data processing equipment, so that the instructions performed through the processor of the computer or other programmable data processing equipment are described in the flow chart block(s). It creates the means to perform functions. These computer program instructions may also be stored in computer-usable or computer-readable memory that can be directed to a computer or other programmable data processing equipment to implement a function in a particular manner, so that the computer-usable or computer-readable memory It is also possible to produce manufactured items containing instruction means that perform the functions described in the flowchart block(s). Computer program instructions can also be mounted on a computer or other programmable data processing equipment, so that a series of operational steps are performed on the computer or other programmable data processing equipment to create a process that is executed by the computer, thereby generating a process that is executed by the computer or other programmable data processing equipment. Instructions that perform processing equipment may also provide steps for executing the functions described in the flow diagram block(s).

Additionally, each block may represent a module, segment, or portion of code that includes one or more executable instructions for executing specified logical function(s). Additionally, it should be noted that in some alternative execution examples it is possible for the functions mentioned in the blocks to occur out of order. For example, it is possible for two blocks shown in succession to be performed substantially at the same time, or it is possible for the blocks to be performed in reverse order depending on the corresponding function.

FIG. 1 is a diagram illustrating an information management system 100 in which a method of managing information about after-sales service by an electronic device according to various embodiments can be implemented.

Referring to FIG. 1, an information management system 100 that manages information about after-sales service according to various embodiments may be implemented in various types of devices. For example, information management system 100 may be implemented on electronic device 101, customer device 102, operator device 103, and database 104. In other words, the electronic device 101, the customer device 102, the operator device 103, and the database 104 are based on the information management system 100 implemented in each device, in various embodiments of the present disclosure. You can perform the following actions. Meanwhile, the information management system 100 according to various embodiments is not limited to what is shown in FIG. 1, and may be implemented in a wider variety of electronic devices and servers.

The electronic device 100 according to various embodiments is a device that performs wireless and wired communication with the customer device 102, the worker device 103, and the database 104, and includes storage with a large storage capacity. You can. For example, the electronic device 101 may be a cloud device connected to one or more user devices 102 and one or more worker devices 103.

The customer device 102 according to various embodiments may be a device that can be used by an individual user, such as a desktop PC, tablet PC, or mobile terminal. In addition, other electronic devices that perform similar functions may be used as the customer device 102.

The operator device 103 according to various embodiments may be a device that can be used by an individual user, such as a desktop PC, tablet PC, mobile terminal, or PDA (Personal Digital Assistant). In addition, other electronic devices that perform similar functions may be used as the operator device 103.

The information management system 100 according to various embodiments may include various modules for operation. The modules included in the information management system 100 are implemented so that a physical device (e.g., electronic device 101) on which the information management system 100 is implemented (or included in the physical device) can perform a specified operation. It may be computer code or one or more instructions. In other words, the physical device on which the information management system 100 is implemented stores a plurality of modules in memory in the form of computer code, and when the plurality of modules stored in the memory are executed, the plurality of modules are connected to the plurality of modules by the physical device. It is possible to perform corresponding designated operations.

Depending on the embodiment, the system 100 for managing item information supports transmission and reception of information between at least some of the electronic device 101, customer device 102, worker device 103, database 104, and other external devices. It may further include a network network.

The electronic device 101, customer device 102, and operator device 103 of the information management system 100 may each include a transceiver, memory (storage), and processor. The database 104 may include at least one of a transceiver, memory, and processor. In addition, the electronic device 101, customer device 102, operator device 103, and database 104 each mean a unit that processes at least one function or operation, which is hardware or software, or hardware and software. It can be implemented by combining .

Meanwhile, throughout the embodiment, the electronic device 101, the customer device 102, the worker device 103, and the database 104 are referred to as separate devices and servers, but this may be a logically divided structure, and may be a single device or It can be implemented as a separate function on the server. For example, at least a portion of the operator device 103 and the database 104 may be included in the electronic device 101 or may be combined with the electronic device 101 to form an integrated unit. However, even in this case, a series of information management methods performed by transmitting and receiving data between the electronic device 101, the customer device 102, the worker device 103, and the database 104 can be performed similarly. In the case of a device included in or integrated with the electronic device 101, communication with the electronic device 101 may occur within the device and between its components (e.g., the processor of the electronic device 101). Wow) It can be understood as a process of exchanging data.

Hereinafter, for convenience of explanation, embodiments in which the customer device 102, the operator device 103, and the database 104 exist as devices or servers separate from the electronic device 101 will be described. However, the following description is provided for the customer device. (102), the operator device 103, and the database 104 may be applied mutatis mutandis even when at least a part of the electronic device 101 is included in the electronic device 101 or is combined with the electronic device 101 to form an integrated unit.

According to one embodiment, the electronic device 101, customer device 102, worker device 103, and database 104 may include a plurality of computer systems or computer software implemented as network servers. For example, at least some of the electronic devices 101, customer devices 102, worker devices 103, and databases 104 may have subordinate devices capable of communicating with other network servers via a computer network such as an intranet or the Internet. It may refer to a computer system and computer software that is connected and receives a request to perform a task, performs the task, and provides a performance result. In addition, at least some of the electronic device 101, customer device 102, worker device 103, and database 104 include a series of application programs that can operate on a network server and various databases built therein. It can be understood as a broad concept. For example, at least some of the electronic device 101, customer device 102, worker device 103, and database 104 may run DOS, Windows, Linux, UNIX, or Mac. It can be implemented using various network server programs provided depending on the operating system such as OS (MacOS).

According to one embodiment, database 104 may be referred to as an internal database. The internal database may refer to a database that operates as a physical or functional unit with the electronic device 101. For example, the electronic device 101 may request data from an internal database and receive the requested data from the internal database, store necessary data in the internal database, or modify or change the stored data. For example, the database 104 may include a database related to product sales service (e-commerce service) provided by the electronic device 101 and a database related to after-sales service for sold products.

FIG. 2 is a diagram illustrating the configuration of an electronic device, a customer device, an operator device, and a database according to various embodiments.

Referring to FIG. 2, the electronic device 101, customer device 102, and worker device 103 may include an input/output unit 210, a communication unit 220, a storage 230, and a processor 240. there is.

The input/output unit 210 may be various interfaces or connection ports that receive user input or output information to the user. The input/output unit 210 may include an input module and an output module, and the input module receives user input from the user. User input can take various forms, including key input, touch input, and voice input. Examples of input modules that can receive such user input include traditional keypads, keyboards, and mice, as well as touch sensors that detect the user's touch, microphones that receive voice signals, cameras that recognize gestures through image recognition, etc. A proximity sensor including at least one of an illumination sensor or an infrared sensor that detects user approach, a motion sensor that recognizes user movement through an acceleration sensor or gyro sensor, and various other types of sensors that detect or receive user input. There is an input means, and the input module according to an embodiment of the present disclosure may include at least one of the devices listed above. Here, the touch sensor may be implemented as a piezoelectric or capacitive touch sensor that detects touch through a touch panel or touch film attached to the display panel, or an optical touch sensor that detects touch by an optical method. In addition, the input module may be implemented in the form of an input interface (USB port, PS/2 port, etc.) that connects an external input device that receives user input instead of a device that detects user input itself. Additionally, the output module can output various information. The output module may include at least one of a display that outputs an image, a speaker that outputs sound, a haptic device that generates vibration, and various other types of output means. In addition, the output module may be implemented in the form of a port-type output interface that connects the individual output means described above.

As an example, a display-type output module can display text, still images, and moving images. Displays include liquid crystal display (LCD), light emitting diode (LED) display, organic light emitting diode (OLED) display, flat panel display (FPD), and transparent display. Among various types of devices that can perform image output functions such as display, curved display, flexible display, 3D display, holographic display, projector, and other It can contain at least one. This display may be in the form of a touch display integrated with the touch sensor of the input module.

The communication unit 220 can communicate with other devices. Accordingly, the electronic device 101, the customer device 102, and the worker device 103 can transmit and receive information with other devices through the communication unit. For example, the electronic device 101 and the customer device 102, or the electronic device 101 and the worker device 103 may communicate with each other or with other devices using a communication unit.

Here, communication, that is, transmission and reception of data, can be accomplished wired or wirelessly. To this end, the communication department includes a wired communication module that connects to the Internet, etc. through a LAN (Local Area Network), a mobile communication module that transmits and receives data by connecting to a mobile communication network through a mobile communication base station, and a WLAN (Wireless Local Area Network) such as Wi-Fi. A short-distance communication module using an Area Network-type communication method or a WPAN (Wireless Personal Area Network)-type communication method such as Bluetooth or Zigbee, and a GNSS (Global Navigation Satellite System) such as a GPS (Global Positioning System) ) may be composed of a satellite communication module using a satellite communication module or a combination thereof.

Storage 230 can store various types of information. Storage can store data temporarily or semi-permanently. For example, the storage of the electronic device 101 includes an operating program (OS: Operating System) for driving the electronic device 101, a program for generating data or Braille for hosting a website, or an application (e.g., Data related to web applications) may be stored. Additionally, the storage may store modules in the form of computer code as described above.

Examples of storage 230 include hard disk drive (HDD), solid state drive (SSD), flash memory, read-only memory (ROM), random access memory (RAM), etc. This can be. This storage can be provided as a built-in or detachable type.

Processor 240 controls the overall operation of electronic device 101, customer device 102, and operator device 103. To this end, the processor 240 can perform computation and processing of various information and control the operation of components of the electronic device 101. For example, the processor 240 may execute a program or application for managing information about after-sales service. The processor 240 may be implemented as a computer or similar device using hardware, software, or a combination thereof. In hardware, the processor 240 may be implemented in the form of an electronic circuit that processes electrical signals to perform a control function, and in software, it may be implemented in the form of a program that drives the hardware processor 240. Meanwhile, unless otherwise specified in the following description, the operations of the electronic device 101, the customer device 102, and the operator device 103 may be interpreted as being performed under the control of the processor 240. That is, when the modules implemented in the above-described information management system 100 are executed, the modules allow the processor 240 to perform the following operations on the electronic device 101, the customer device 102, and the operator device 103. It can be interpreted as controlling.

In summary, various embodiments may be implemented through various means. For example, various embodiments may be implemented by hardware, firmware, software, or a combination thereof.

In the case of hardware implementation, methods according to various embodiments include one or more application specific integrated circuits (ASICs), digital signal processors (DSPs), digital signal processing devices (DSPDs), programmable logic devices (PLDs), and FPGAs. It can be implemented by (field programmable gate arrays), processor, controller, microcontroller, microprocessor, etc.

In the case of implementation by firmware or software, methods according to various embodiments may be implemented in the form of modules, procedures, or functions that perform the functions or operations described below. For example, software code can be stored in memory and run by a processor. The memory may be located inside or outside the processor, and may exchange data with the processor through various known means.

Below, various embodiments will be described in more detail based on the above technical idea. The contents described above may be applied to various embodiments described below. For example, operations, functions, terms, etc. that are not defined in various embodiments described below may be performed and explained based on the contents described above.

In the following description, various embodiments are described on the premise that the electronic device 101 performs an operation to manage information about after-sales service. According to various embodiments, the electronic device 101 manages information. Information related to the operation can be transmitted and received with the customer device 102 and the worker device 103 linked to the electronic device 101.

FIG. 3 is a diagram illustrating how after-sales service is provided to customers according to various embodiments.

Referring to FIG. 3 , after-sales service provided by the electronic device 101 may be performed by one or more workers corresponding to the service center 31. A service center 31 may correspond to a worker set 310 that includes one or more workers.

In an embodiment, the service center 31 may be one of a plurality of service centers, each corresponding to a different service area. A plurality of service centers may correspond to different service regions, and one or more service centers may exist regardless of region. In other words, being unrelated to the region means that it may be a service center in charge of the entire region or multiple regions. At this time, the area in charge of the service center or the area corresponding to the service center may be set in response to the address 30 (requesting after-sales service) specified by the customer 301 requesting after-sales service (hereinafter referred to as service). In embodiments, each of the one or more service centers may correspond to information regarding a product that is the subject of one or more after-sales services. For example, each service center may be assigned a category (e.g., air conditioner (AC), home appliance (CE), built-in product (Built-In), etc.) of the corresponding after-sales service target product 302. The service center 31 may correspond to at least some of a plurality of product categories.

The service center 31 may be assigned a service event related to after-sales service based on an after-sales service request received from the customer device 102 corresponding to the customer 301. The electronic device 101 may generate a service event based on request information regarding the service request. The electronic device 101 may allocate a service event corresponding to the request of the customer 301 to the service center 31 based on service event information related to the service event generated based on the request information. The electronic device 101 may provide information about a service event to a worker 311 assigned to the service event among the worker set 310 corresponding to the service center 31, and receive information about the service event from the assigned worker 311. Service event information can be updated based on this information. One or more workers included in the worker set 310 may be divided into one or more quotas and managed. According to one embodiment, one or more quotas are a concept that classifies one or more workers based on at least some of the information about the service area and the product being serviced. For example, workers corresponding to a specific quota correspond to one or more designated zip codes. Responsible for after-sales service in the region, and may be responsible for after-sales service for products corresponding to a designated product category.

Service center 31 may support installation of one or more products 330. When the customer 301 purchases the product 330 through the e-commerce service provided by the electronic device 101, the service center 31 provides the product 330 purchased by the customer 301 and the customer 301. We can support installation in your home by shipping it to the requested address (30).

In embodiments, service center 31 may maintain a parts inventory 320 that includes one or more parts. The worker 311 may be assigned a part 321 corresponding to an assigned service event. At this time, the parts inventory 320 can also be managed in the material center 32. The material center 32 and the service center 31 each hold and manage a parts inventory 320, and the material center 32 can supply necessary parts to the service center 31. Material center 32 may correspond to one or more service centers 31. The worker 311 receives the parts 321 included in the parts inventory 320 from the service center 31, uses the parts 321 to provide after-sales service for the product 302 subject to after-sales service, and provides after-sales service for the product 302 subject to after-sales service. The device 101 may update information on parts inventory based on at least some of the information on parts allocation and parts usage information that is input when service provision is completed.

In an embodiment, the service center 31 may request the supply of parts from the material center 32 based on information about parts inventory. If the material center 32 does not have parts in stock corresponding to the supply request, the service center 31 or the material center 32 can order parts from the manufacturer 33. The electronic device 101 may manage information about parts inventory, and the information about parts inventory may include information about parts inventory within a service center and information about parts inventory within a material center.

FIG. 4 is a flowchart of an operation in which another electronic device manages a service event according to various embodiments.

According to various embodiments, the electronic device 101 may generate a service event (S401). The electronic device 101 may generate a service event based on a customer's request for generating a service event. The electronic device 101 may receive information about a service event creation request from the customer device 102. In an embodiment, the information about the service event creation request includes information about the product subject to after-sales service, information about the address where after-sales service will be provided, information about the customer, and information about the schedule (e.g., information about the desired service date). It may include at least some of them. The electronic device 101 may generate service event information in response to a service event generated based on a request. Service event information may be generated based on at least some of the information regarding the request for the generated service event. Service event information may include at least part of information about the request. According to one embodiment, the service event information may include status information of the service event. For example, the electronic device 101 may generate service event information including information about the status of the service event in response to the generated service event. Status information regarding the status of a service event includes the status in which the service event is assigned to a service center, the status in which it is assigned to one or more quotas included in the assigned service center, the status in which workers are assigned, and the service provision schedule is confirmed. It may include at least some of the status, service provision completed status, service provision incomplete status, and service provision canceled status. The electronic device 101 may provide at least some of the service event information to the customer device 102 and/or the worker device 103.

According to various embodiments, the electronic device 101 may check quota information (S402). According to one embodiment, the electronic device 101 may check information about a service center based on information about a service request or service event information. For example, the electronic device 101 verifies information about the service center based on at least some of the information about the product subject to after-sales service and the information about the address where the service will be provided, and provides service to the confirmed service center. Events can be assigned. At this time, among one or more quotas included in the service center, quota information about the first quarter can be confirmed based on at least some of the information about the product subject to after-sales service and the information about the address at which service will be provided. According to one embodiment, the electronic device 101 may check the first quota based on at least some of information about the product subject to after-sales service, customer address information, and service center operation information. Service center operation information may include quota information regarding one or more quotas. Quota information may include first information about the available manpower and schedule for each quota and information about products that can provide after-sales service corresponding to the quota.

According to various embodiments, the electronic device 101 may allocate a service event to the first quarter (S403). The electronic device 101 may allocate a service event to the first quarter based on the first information. The first information may include information about available manpower and schedule corresponding to the quota. The first information may include information about available manpower by date. The first information may include, for each quarter, information on the number of workers capable of providing services on the corresponding date as available manpower information by date. The electronic device 101 may allocate a service event to the first quarter based on available manpower information for each date of the first quarter. At this time, the electronic device 101 may allocate a service event to the confirmed date in the first quarter based on available manpower information for each date.

According to various embodiments, the electronic device 101 may update service event information and service center operation information in response to assignment of a service event (S404). The electronic device 101 may update available manpower information by date in response to the allocation of service events for the first quarter. The electronic device 101 may update information about the status of the service event in response to allocation.

Figure 5 is a flowchart of an operation in which an electronic device allocates a service event to a quota according to various embodiments.

According to various embodiments, the electronic device 101 may check available manpower information corresponding to the first date of the first quarter (S501). The electronic device 101 may check the quota responsible for the service event at the service center to which the service event is assigned. According to one embodiment, the electronic device 101 may check the first quota based on service center operation information corresponding to the service center. According to one embodiment, the electronic device 101 may check the first quota based on product information subject to after-sales service. The electronic device 101 may check the first quota based on the after-sales service request address (eg, customer address information). The electronic device 101 may check available manpower information corresponding to the first date of the first quarter. The first date may be selected based on desired date information that the electronic device 101 confirms based on service event information or service request information. Available manpower information can be created, managed, and updated by quota and date.

In an embodiment, the electronic device 101 may check whether first priority available manpower exists (S502). Available manpower information by date may include information about available manpower corresponding to one or more priorities. For example, available manpower information corresponding to the first date of the first quarter may include information about first priority available manpower and information about second priority available manpower. The electronic device 101 may allocate a service event to the first quota by preferentially considering information about the first priority available manpower. The electronic device 101 may allocate a service event to the first date of the first quarter when there is a first priority available manpower corresponding to the first date of the first quarter (S504). The electronic device 101 allocates the generated service event to the first date of the first quarter, updates the status information of the service event to the status of 'assigned to the first quarter, the first date', and Service center operation information including available manpower information corresponding to the first date of can be updated. If the first priority available workforce does not exist, the electronic device 101 can check information about the second priority available workforce (S503). The electronic device 101 may allocate a service event to the first date of the first quarter when there is a second priority available manpower corresponding to the first date of the first quarter (S504). The electronic device 101 allocates the generated service event to the first date of the first quarter, updates the status information of the service event to the status of 'assigned to the first quarter, the first date', and Service center operation information including available manpower information corresponding to the first date of can be updated.

In an embodiment, when there is no second priority available manpower, the electronic device 101 may check available manpower information corresponding to the second date (S505). According to one embodiment, the electronic device 101 may check the second priority available manpower information among the available manpower information corresponding to the second date. That is, the second priority available manpower information is information about spare available manpower, and the electronic device 101 can preferentially check the second priority available manpower information on the second date. The available manpower information corresponding to the second date may be information about the available manpower corresponding to the second date in the first quarter. The electronic device 101 may allocate a service event to the second date based on available manpower information corresponding to the second date (S506).

According to one embodiment, when there is no second priority available manpower corresponding to the first date (S503), the electronic device 101 sends a service event based on available manpower information corresponding to the first date of the second quarter. It can be allocated to the second quarter. At this time, the second quarter may be a quarter corresponding to an area adjacent to the first quarter. According to one embodiment, the second quarter may be a quarter responsible for after-sales service for products corresponding to the same category as the first quarter. The electronic device 101 can check the second quota based on address information and service target product information and check information about the number of people available in the second quota corresponding to the first date. The electronic device 101 may allocate a service event to the second quarter based on information about the number of available people in the second quarter corresponding to the first date.

Figure 6 is a diagram for explaining service center operation information according to various embodiments.

Referring to FIG. 6, it is a diagram illustrating a quota list 600 for explaining service center operation information. The quota list 600 may include information about one or more quotas corresponding to a service center (eg, a first service center). Referring to Figure 6, each quota may correspond to one or more product categories. For example, in the case of the first quarter, it can be understood as a quota responsible for products corresponding to the product category of CE (home appliances). Each quota according to one embodiment may be classified based on address information providing services. For example, the first quarter can be understood as a quota that provides services to the first area corresponding to one or more zip codes. In other words, the first quarter is a quota that provides services related to products corresponding to the CE product category in the first area, and the second quarter is a quota that provides services related to products corresponding to the CE product category in the second area. there is.

Referring to FIG. 6, each quota may correspond to available manpower for each corresponding priority. For example, in the first quarter, 70 available people corresponding to the first priority may be assigned, and 20 available people corresponding to the second priority may be assigned.

Figure 7 is a diagram for explaining first information according to an embodiment.

Referring to FIG. 7, available manpower information 700 by date regarding the first information will be described. As shown in FIG. 7, the first information may include information about available manpower corresponding to one or more dates and one or more quotas. The electronic device 101 allocates a service event to the date and the quota when there is a confirmed quota and available manpower for the confirmed date based on information about the available manpower for each day of each quota, and assigns the service event. Based on availability, the available manpower can be deducted and the first information can be updated.

Figure 8 is a diagram for explaining first information according to an embodiment.

Figure 8 explains available manpower information 800 by quota, date, and priority. Referring to FIG. 8 , the electronic device 101 may display information about available manpower by priority corresponding to each date (eg, December 8) in the first quarter. The electronic device 101 may provide available manpower information 800 by quota, date, and priority to a worker device corresponding to a manager among one or more worker devices 103.

FIG. 9 is a flowchart of an operation in which an electronic device updates component inventory information according to various embodiments.

According to various embodiments, the electronic device 101 may update component inventory information (S904). The parts inventory information may include information about the parts inventory of each service center and/or material center. According to one embodiment, the information about parts inventory may include at least some of part information, part identification information, information about the service center where the part is located, and information about inventory quantity.

According to one embodiment, the electronic device 101 may update parts inventory information based on parts usage information confirmed based on service event information. The electronic device 101 may check component usage information based on service event information (S901). For example, when the status information of the service event is in the completed state, the electronic device 101 may check component usage information regarding the use of components accompanying service provision. The electronic device 101 may update service event information to a completed state based on information about the service event received from the worker device 103. At this time, when a part is used, the electronic device 101 may receive part usage information including at least part information and quantity information about the used part as information about a service event from the operator device 103. The electronic device 101 may update service event information based on component usage information. The electronic device 101 may check parts usage information based on updated service event information.

According to one embodiment, the electronic device 101 may update parts inventory information based on the order list and normal receipt confirmation information (S904). The electronic device 101 may create an order list based on parts order information (S902). The electronic device 101 may receive order information for parts from the operator device 103. An order for a part may be created based on an order request received from the operator device 103, in response to a part being out of stock. For example, if the corresponding service center or material center does not have enough parts in stock, the worker can request a parts order from the material center or manufacturer. The electronic device 101 may generate an order list for the order based on the parts order information received from the operator device 103 (S901).

According to one embodiment, the electronic device 101 may check normal receipt confirmation information. The electronic device 101 may receive receipt information about parts being received at a service center or material center from the operator device 103. According to one embodiment, the electronic device 101 may check normal warehousing information generated based on comparison between warehousing confirmation information and the order list. The electronic device 101 may update parts inventory information based on the normal receipt confirmation information and the quantity for which normal receipt is confirmed (S904). According to one embodiment, the electronic device 101 may provide parts order notification information based on parts inventory information. Parts order notification information may be provided when the inventory of parts corresponding to a service center or material center is below a threshold. The electronic device 101 may provide parts order notification information to the operator device 103. Parts order notification information may be provided based on different thresholds for each service center, each part, and each time period.

FIG. 10 is a flowchart of an operation in which an electronic device generates demand prediction information according to various embodiments.

According to various embodiments, the electronic device 101 can check sales information (S1001). Sales information may include information about one or more products sold in e-commerce provided by the electronic device 101. According to one embodiment, the electronic device 101 may check sales information corresponding to products available for after-sales service among sold products. According to one embodiment, the electronic device 101 may check product information about a sold product, and the product information may include at least part of whether after-sales service is available, whether a free warranty period is available, and product category information. The electronic device 101 may check sales information corresponding to products available for after-sales service based on information about whether after-sales service is available. Sales information may include information about sales quantity and information about sales time. For example, the electronic device 101 may generate information about the sales quantity of products available for after-sales service by period and information about the sales quantity of products available for after-sales service by period and category as sales information.

According to various embodiments, the electronic device 101 may check service history information (S1002). Service history information may include log data regarding after-sales service provided by the electronic device 101. The electronic device 101 may generate service history information based on at least part of the service event information. For example, based on service event information, the electronic device 101 may store at least part of the service event information of an event in which the service is completed, or may refine part of the service event information and store it as service history information. According to one embodiment, the service event information includes at least some of the information about service request date, desired date, provision date, parts use, service request customer, service provision quota, service provider, symptom, service target product, and billing amount. It can be included. The electronic device 101 may select at least some of the various information included in the service event information, or may purify some of the selected data and store it as service history information.

According to one embodiment, the electronic device 101 may generate service demand prediction information. The electronic device 101 may generate service demand prediction information based on at least part of sales information and service history information. The service demand prediction information may include information about the requested demand for after-sales service predicted for each period.

According to one embodiment, the electronic device 101 may generate information about the expected demand for after-sales service requests corresponding to a designated period (eg, a first period) based on sales information. The service demand prediction information may include information about the expected demand for service requests classified based on at least some of a designated period, a designated product category, a designated quota, and a designated service center. At this time, the electronic device 101 may generate service demand prediction information based on at least some of the designated period, designated product category, designated product type, designated quota, and designated service center. The electronic device 101 classifies sales information by a designated period, a designated product category, and a designated product type, and selects sales information based on at least some of the information about the product category, designated product type, and sales time in the classified sales information. You can check information about the average time required for after-sales service. At this time, information about the average time required can be confirmed based on at least some of the sales information and service history information. For example, based on sales information and service history information, you can find information about the time it takes customers on average to purchase a product and request after-sales service. The electronic device 101 may generate forecast information about demand for after-sales service corresponding to the first period based on sales information and information about time required (S1003).

According to one embodiment, the electronic device 101 may generate information about the expected demand for after-sales service requests corresponding to a designated period (eg, a first period) based on sales information.

The electronic device 101 may classify service history information based on at least some of a designated period, a designated product category, a designated product type, a designated quota, and a designated service center, and generate service demand prediction information based on the classification. For example, based on service history information, the electronic device 101 may check information about the demand for service requests corresponding to a specific product category in a specific period and the predicted demand for services that will occur in a specified quota.

In an embodiment, the electronic device 101 may generate component forecast demand information. The electronic device 101 may generate forecast information about parts demand based on information about predicted service demand. According to one embodiment, a part may be mapped to one or more product information. The electronic device 101 can store and check mapping information about the mapping relationship between parts and products. For example, parts and products can be mapped in a many-to-many relationship. A plurality of parts may be mapped in response to a designated product or a designated product category, and conversely, a plurality of products or a plurality of product categories may be mapped in response to a designated part. The electronic device 101 may generate parts demand prediction information based on at least part of the service demand prediction information and service history information.

According to one embodiment, the electronic device 101 may generate parts demand prediction information based on service demand prediction information and mapping information. The electronic device 101 may predict service demand and generate parts demand prediction information corresponding to the service demand prediction based on mapping information.

According to one embodiment, the electronic device 101 may generate parts demand prediction information based on service history information. The electronic device 101 may generate prediction information about demand for parts based on information about the use of parts corresponding to service events included in service history information. Predictive information regarding parts demand may be generated based on at least some of a designated period, designated part type, designated quota, and designated service center.

According to one embodiment, the electronic device 101 may provide parts order notification information based on parts demand prediction information. Parts order notification information may be provided when the inventory of parts corresponding to a service center or material center is below a threshold. For example, the electronic device 101 notifies a parts order based on a comparison between information on the remaining period from the present to the first period, based on parts demand forecast information corresponding to the first period, and parts inventory and parts demand forecast information. Information can be provided. For example, if the inventory of parts differs from the quantity expected in the parts demand forecast information and is greater than a specified threshold, the electronic device 101 may provide parts order notification information to the operator device 103. The parts order notification information may be It can be provided based on different thresholds for each service center, part, and time period.

FIG. 11 is a diagram illustrating the functional configuration of an electronic device for managing information about after-sales service according to various embodiments.

Referring to FIG. 11 , an example diagram 1100 can be seen to explain the functional configuration and data flow for managing information about after-sales service included in the electronic device 101. Referring to FIG. 11, a service request may be received from a customer app (Customer APP) 11 and/or a manufacturer 12 to an Installation Management System (Installation Management System) 1101 of the electronic device 101. The installation management system 1101 may generate service events for after-sales service provided by the electronic device 101 and manage parts inventory information. The installation management system 1101 may transmit service request information to the service event module 102 in response to the service request, and the service event module 102 may generate a service event based on the service request information. The schedule and available personnel update module 1103 can distribute service events to each service center and allocate service events by quota based on service center operation information.

Assigned service events are assigned to workers based on worker information 1114 confirmed in the event allocation module 1104, and allocation information for each assigned event may be provided to the worker app (worker APP) 1108. Based on the information about event confirmation received from the worker app 1108, the event confirmation module 1105 may transmit information about service event confirmation to the service event module 1102. Information about service event confirmation may include information about what the worker has confirmed with the customer to provide the service event. For example, it may include information about the schedule for providing the service and information about the parts to be used. The parts confirmation module 1106 may transmit information about part confirmation to the service event module 1102 based on information about parts to be used, received from the worker app 1108. At this time, service events and parts to be used can be mapped. Alternatively, the worker app 1108 may transmit the status information of the service event corresponding to the completion of the service event to the event confirmation module 1105 and the parts confirmation module 1106, and the information regarding the completion of the service event may include parts usage information. It can be included. The service event module 1102 can map used parts and service events. Part inventory information 1111 may be updated based on part usage information confirmed from the parts confirmation module 1106.

The parts inventory check module 1107 can check parts inventory information based on a parts inventory check request received from the worker app 1108. At this time, the parts inventory confirmation module 1107 can provide the inventory of parts corresponding to the service center and the inventory of parts corresponding to the material center, and the order list generated based on the order request received from the worker app 1108 ( 1108) can be provided to the stocking/display/allocation module 1109. At this time, the inventory of parts corresponding to the material center may include information about inventory that can be replenished from the material center to the service center corresponding to the material center. Based on a request for inventory confirmation, the electronic device 101 may provide information regarding inventory of parts corresponding to the service center and inventory that can be replenished from the material center to the service center. At this time, the warehousing/display allocation module 1109 may provide normal warehousing confirmation information to the parts inventory confirmation module 1107 based on comparison between the order list and the warehousing information 1110, and update the parts inventory information 1111. You can. Part inventory information may receive mapping information about parts from the parts registration and mapping module 1112. Mapping information about parts may be generated based on mapping between product information and part information. According to one embodiment, the part information may include at least some of the identification information of the part, information about the type of the part, drawing information of the part, and information about the product corresponding to the part. According to one embodiment, the mapping information is meta information about a part, and service center information corresponding to the part generated in the meta data setting module 113 and information about the location of the part within the service center are added to the part information. It can be mapped to .

The embodiments of the present invention disclosed in the specification and drawings are merely provided as specific examples to easily explain the technical content of the present invention and to facilitate understanding of the present invention, and are not intended to limit the scope of the present invention. In other words, it is obvious to those skilled in the art that other modifications based on the technical idea of the present invention can be implemented. Additionally, each of the above embodiments can be operated in combination with each other as needed. For example, all embodiments of the present invention can be implemented by a system by combining parts with each other.

Additionally, the method according to the system according to the present invention may be implemented in the form of program instructions that can be executed through various computer means and recorded on a computer-readable medium.

As such, various embodiments of the present invention may be implemented as computer readable code on a computer readable recording medium in certain respects. A computer-readable recording medium is any data storage device capable of storing data that can be read by a computer system. Examples of computer readable recording media include read only memory (ROM), random access memory (RAM), and compact disk-read only memory (CD-ROM). ), magnetic tapes, floppy disks, optical data storage devices, and carrier waves (data transmission over the Internet, etc.). Computer-readable recording media may also be distributed across networked computer systems, such that computer-readable code is stored and executed in a distributed manner. Additionally, functional programs, codes, and code segments for achieving various embodiments of the present invention can be easily interpreted by programmers skilled in the field to which the present invention is applied.

Additionally, it will be appreciated that the devices and methods according to various embodiments of the present invention can be implemented in the form of hardware, software, or a combination of hardware and software. Such software may, for example, use any storage device, volatile or non-volatile, such as ROM, whether erasable or rewritable, or memory such as, for example, RAM, memory chips, devices or integrated circuits; Alternatively, it may be stored on a storage medium that is optically or magnetically recordable and readable by a machine (e.g., a computer), for example, a compact disk (CD), DVD, magnetic disk, or magnetic tape. . Methods according to various embodiments of the present invention may be implemented by a computer including a control unit and a memory, or a vehicle including such memory or a computer, and such memory is a program containing instructions that implement the embodiments of the present invention. Alternatively, you can see that it is an example of a machine-readable storage medium suitable for storing programs.

Accordingly, the present invention includes a program containing code for implementing the device or method described in the claims of this specification and a machine-readable storage medium (such as a computer) storing such a program. Additionally, such programs may be transmitted electronically through any medium, such as communication signals transmitted over a wired or wireless connection, and the present invention includes equivalents thereof as appropriate.

Although the present invention has been described above with reference to embodiments of the present invention, the embodiments of the present invention disclosed in the specification and drawings are merely presented as specific examples to easily explain the technical content of the present invention and to aid understanding of the present invention. It is not intended to limit the scope. In addition, the embodiments according to the present invention described above are merely illustrative, and those skilled in the art will understand that various modifications and equivalent scope of embodiments are possible therefrom. Therefore, the true technical protection scope of the present invention should be determined by the following patent claims.

Claims (14)

In a method of managing information about after-sales service in an electronic device that provides an e-commerce service that brokers the sale of a manufacturer's products to customers,
Generating a service event based on a customer's after-sales service request;
The person in charge of the service event is based on at least some of the information about the product subject to the requested after-sales service, customer address information, and service center operation information, which are confirmed based on the service event information about the generated service event. Confirming the first quarter;
allocating the service event to the first quarter based on first information about available manpower and schedule corresponding to the first quarter;
updating the service event information and the service center operation information in response to the allocation;
Updating parts inventory information regarding the inventory of one or more parts based on parts usage information confirmed based on the service event information - the parts inventory information relates to the parts inventory of each of one or more service centers providing after-sales service Contains inventory information per service center and replenishable inventory information regarding the parts inventory of material centers that replenish parts for each of said one or more service centers;
Creating an order list based on parts order information;
Updating the parts inventory information based on normal receipt confirmation information confirmed based on the order list and receipt information;
requesting supply of parts to the material center based on the parts order information and the parts inventory information;
If the material center does not have the part corresponding to the request in stock, ordering the part from the manufacturer; and
In response to an inventory confirmation request for a first part, providing inventory information per service center corresponding to the first part and replenishable inventory information corresponding to the first part,
The parts inventory information above is,
Contains part information regarding the one or more parts,
The parts information above is,
An information management method comprising mapping information and part drawing information regarding one or more products corresponding to the part. According to paragraph 1,
The first quarter corresponds to one or more workers, and the first information includes information on available manpower by date of the first quarter,
The information on available manpower by date includes first priority available manpower information and second priority available manpower information,
The allocation step is,
If there is a first priority available manpower corresponding to the first date, assign the service event to the first quarter and the first date,
When there is no first priority available manpower corresponding to the first date, allocating the service event based on the second priority available manpower information corresponding to the first date. According to paragraph 2,
The step of allocating the service event based on the second priority available manpower information includes:
If the second priority available manpower exists, assign the service event to the first quarter and the first date,
When the second priority available manpower does not exist, an information management method comprising the step of checking information on available manpower for each date corresponding to the second date. According to paragraph 2,
The above information management method is,
If there is no second priority available manpower corresponding to the first date in the first quarter, transferring the service event to the second quarter based on information about available manpower by date in the second quarter; and
Information management method further comprising updating the service center operation information in response to the transfer. delete delete delete delete According to paragraph 1,
The above information management method is,
An information management method further comprising providing parts order notification information based on the inventory information per service center. According to paragraph 1,
The above information management method is,
Confirming sales information corresponding to products for which after-sales service is available;
generating service demand forecast information regarding expected demand for after-sales service requests corresponding to a first period based on the sales information; and
Based on the service demand prediction information, the information management method further includes generating parts demand prediction information regarding predicted parts order demand. According to clause 10,
The step of generating the parts demand prediction information is,
An information management method comprising generating the parts demand prediction information based on one or more parts information identified based on the service demand prediction information and mapping information. According to clause 10,
The step of generating the parts demand prediction information is,
An information management method comprising generating the parts demand prediction information based on service history information generated based on a completed service event. In an electronic device that provides an e-commerce service that brokers the sale of a manufacturer's products to customers,
Ministry of Communications;
storage; and
Includes a processor,
The processor,
Create service events based on customer after-sales service requests,
The person in charge of the service event is based on at least some of the information about the product subject to the requested after-sales service, customer address information, and service center operation information, which are confirmed based on the service event information about the generated service event. Check the first quarter,
Allocating the service event to the first quarter based on first information about available manpower and schedule corresponding to the first quarter,
Update the service event information and the service center operation information in response to the allocation,
Updating parts inventory information regarding the inventory of one or more parts based on parts usage information confirmed based on the service event information - the parts inventory information relates to the parts inventory of each of one or more service centers providing after-sales service Contains inventory information per service center and replenishable inventory information regarding the parts inventory of material centers that replenish parts for each of said one or more service centers;
Create an order list based on parts order information,
Update the parts inventory information based on normal receipt confirmation information confirmed based on the order list and receipt information,
Based on the parts order information and the parts inventory information, request the supply of parts to the material center,
If the material center does not have the parts corresponding to the request in stock, order the parts from the manufacturer,
In response to an inventory confirmation request for a first part, it is set to provide inventory information per service center corresponding to the first part and replenishable inventory information corresponding to the first part,
The parts inventory information above is,
Contains part information regarding the one or more parts,
The parts information above is,
An electronic device comprising mapping information and part drawing information regarding one or more products corresponding to the part. A non-transitory computer-readable recording medium that records a program for executing the method of claim 1 on a computer.

Images