KR20010073477A - Service providing business management apparatus and method thereof - Google Patents

Abstract

PURPOSE: An after service task management system and method is provided to systematically manage the after service tasks on electric or electronic products by making a contract with a user, to designate a service engineer to help the user in the case that the user requests a service, and to maintain malfunction record of a specific product so that it can enhance a task efficiency. CONSTITUTION: The system comprises a customer management database(5), a product list database(6), a service engineer management database(7), a contract manager(1) and a status manager(2). The customer database(5) stores personal data, contract conditions and service request process status data for each customer. The product list database(6) stores specifications and service process records for each product. The service engineer management database(7) stores personal data and schedules for each engineer. The contract manager(1) receives the product list, contract conditions and customer personal data, and stores them at the corresponding databases(5,6,7). The status manager(2) receives the service request from the customer, updates the schedules of the designated service engineer, and manages the service results.

Description

SERVICE PROVIDING MANAGEMENT APPARATUS AND METHOD THEREOF

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an apparatus for managing a service providing task, and more particularly, to an apparatus and a method for managing a task of providing a service for an electric and electronic related product to a customer.

In general, manufacturers of electrical and electronic products provide a product warranty when they sell a product, and provide free service for product failures that occur within a period of about one year. Failover services provided by the manufacturer will only be provided free of charge within a short warranty period. Therefore, after the product's warranty period, the customer is forced to pay the actual cost whenever the product fails and obtain help from a randomly determined service engineer. In other words, even if a product fails and a service request is made, a service engineer who assists with it changes every time, making it difficult to maintain a failure record of the product. As a result, when a product's warranty is out of date, the customer cannot predict any potential failures that may occur with the product or obtain any advice required to manage the product.

The present invention was created to solve the above problems, and an apparatus and method for managing the work of a service provider that provides services for electrical and electronic related products through a contract with a customer under predetermined conditions For the purpose of providing it.

1 is a block diagram showing the overall configuration of an embodiment of a service providing service management apparatus according to the present invention.

2 is a flowchart illustrating a service providing task management method according to the present invention.

3A to 3C illustrate user interface screens for a contract input, correction, and deletion function provided by a customer management unit, respectively.

4A to 4C illustrate user interface screens for inputting, modifying, and deleting a product held by a customer management unit, respectively.

5A and 5B illustrate user interface screens for receiving a customer service request and inputting a service processing result provided by a situation management unit, respectively.

6 illustrates an example of a contract list output screen provided by an analysis management unit.

In order to achieve the above object, the service providing service management apparatus according to the present invention comprises a customer database for storing the customer details, the contract with the customer and the service request processing status data for each customer; A product list database that stores a specification and service processing history of products contracted with a customer by product; A service engineer database for storing service specifications and schedules for each service engineer; Receives the contract details including the list of products, the contract period and the contract amount, and the customer details of the products provided with the service, and stores them in the customer database and the product list database, A contract management unit that modifies, deletes, and retrieves the contract contents of the contract; And receiving the service request received from the customer, storing the service request processing status data of the customer database, receiving the determined service providing date of the dedicated service engineer, and updating the schedule of the dedicated service engineer stored in the service engineer database. And a situation management unit which receives a service processing result from an engineer and stores the service processing result in the service list of the product list database.

In order to achieve the above another object, the service providing service management method according to the present invention (a) the contract with the customer including the list of products, the terms of the contract, the contract terms and the contract price and the customer details Product list that stores contents by product, customer specification that stores details of customer, contract with customer and service request processing status by customer, and product specification and service processing details about products contracted with customer. Adding contents of a contract with a customer to a database; (b) Receives the service request received from the customer and saves it as the service request processing status data of the customer database, and enters the service delivery date of the determined dedicated service engineer to store the details and schedule of the service engineers for each service engineer. Updating the contents of the engineer database; (c) receiving service processing results from a service engineer and storing the service processing results in the product list database; (d) displaying a list of customers for regular inspection by a dedicated service engineer of the customer, and receiving the result data of the periodic inspection in a periodic inspection database; And (e) outputting a management report including a list of held products and a list of contracts.

Hereinafter, the present invention will be described in detail with reference to the accompanying drawings.

According to Figure 1, a preferred embodiment of the service providing service management apparatus according to the present invention is a contract management unit (1), the situation management unit (2), periodic inspection management unit (3), analysis management unit (4), customer database (5) , A product list database 6, a service engineer database 7, and a periodic inspection database 8.

In a preferred embodiment of the present invention, the contract management unit (1), the situation management unit (2), the periodic inspection management unit (3) and the analysis management unit (4) are a combination of a general purpose computer and the software running on the computer, respectively, customer database ( 5), the product list database 6, the service engineer database 7 and the periodic inspection database 8 refer to a storage device performing a hard disk or the like and a database recorded on the storage device.

The contract management unit 1 receives the contents of the contract with the customer, stores them in the customer database 5 and the product list database 6, and corrects, deletes, and retrieves the contents of the contract with the customer based on the contents input from the user. The contract contents entered in the contract management unit (1) include a list of the products of the customer, the list of products to which the service is provided, the period during which the service is provided, that is, the contract period and the contract terms including the contract amount and the customer's details. . Here, if the contracted customer is a new customer, the contracted service engineer, or Home Doctor, must enter the details of the customer directly by the contract with the customer, but the customer is entered into another system to be linked. In the case of a customer whose personal details are stored, the personal details of the customer stored in the linked system can be received.

The situation management unit 2 receives the service request received from the customer and stores it as the service request processing status data of the customer database 5. The situation management unit 2 receives the service providing date of the dedicated service engineer determined by consultation with the customer and updates the schedule contents of the dedicated service engineer stored in the service engineer database 7. Then, the situation management unit 2 displays the service requests scheduled according to the request of the service engineer, receives the service processing result from the service engineer, and stores it in the service processing history of the product list database 6.

The periodic inspection management unit 3 displays a list of customers for periodical inspection for each dedicated service engineer at the request of the service engineer, receives the result data of the periodical inspection, and stores it in the periodical inspection database 8.

The analysis and management unit 4 outputs a management report including a list of owned products and a list of contracts at the request of a service engineer.

The customer database 5 stores the detailed information on the customer, the contract with the customer, and the service request processing status data for each customer. The customer database (6) stores an index in the product list database (6) of products related to the customer and an index in the service engineer database (7) of a dedicated service engineer related to the customer to facilitate all data related to one customer. Make it accessible.

The product list database 6 stores the specification and service processing details of products contracted with a customer by product.

The service engineer database 7 stores the details and schedules of the service engineers for each service engineer.

The periodic inspection database 8 stores the result data of the periodic inspection.

Hereinafter, with reference to Figure 2 will be described in detail the operation of the present invention.

The service provider enters into agreements with the customer on the terms of the contract, including the list of the products in which the customer holds the service, the period during which the service is provided, ie the term of the contract and the amount of the contract. Thereafter, the contract management unit 1 performs contract processing using the user interface illustrated in FIGS. 3A to 3C and 4A to 4C (step 200).

3A illustrates a user interface screen for entering a contract. In FIG. 3A, if a resident registration number of the reference number 301 is input and a telephone number of the customer of the reference number 302 is inputted, in the case of an existing customer, the contract management unit 1 withdraws the details of the customer stored in the customer database 5. In the case of a new customer, the personal details such as the name and address of the customer are directly input. At this time, the contract number 307 is automatically generated in accordance with a predetermined format in the contract management unit (1). Thereafter, a contract type 303 for identifying a general customer or a specific customer, a contract date 304, an invitation form 305 for bringing the customer to a contract, a dedicated service engineer 306, and an invitee 308 are input. Next, the input amount 309, the deposit date 310, the deposit type 311 indicating the deposit method, the contract depositor 312 indicating the name of the assistant who deposited the deposit, the deposit customer name 313 and the receipt number 314 Receive the contents related to the payment situation of the contract amount, such as), and if the confirmation button 315 is selected, the input of the contract contents is completed.

3B illustrates a user interface screen for modifying a contract. If the user inputs the resident registration number after selecting the edit button in FIG. 3B, the contract management unit 1 retrieves the details and contract details of the existing customer stored in the customer database 5 and displays them on the screen. Subsequently, when a user inputs or confirms a change of a phone number 317, a mobile phone number 317, a contract type 318, an invitation form 319, a dedicated article 320, an inviter 321, or the like. When the deposit amount 322 is input and a confirmation button is selected, modification of the contract is completed.

3C illustrates a user interface screen for deleting a contract. After selecting the delete button in FIG. 3C, if the resident registration number is input, the contract management unit 1 retrieves the details and contract details of the existing customer stored in the customer database 5 and displays them on the screen. Thereafter, the termination date 323, termination code 324, reason for termination 325, refund amount 326, refund date 327, bank name (328), account number (329), etc. When the confirmation button is selected, the termination of the contract is completed.

Through the user interface illustrated in FIGS. 3A-3C, inputs, modifications, and contract deletions are stored back in the customer database 5.

4A illustrates a user interface screen for inputting a list of specifications of products in which a service is provided among products owned by a customer. In FIG. 4A, when the customer's social security number 401 is input, the contract management unit 1 draws out the detailed information of the existing customer stored in the customer database 5 and displays it on the screen. When the input inquiry button 402 is selected, a product list related to the customer is retrieved from the product list database 6 and displayed as output data. At first input, no contents are displayed in the output data. The contract management unit (1) is the brand (403), model name (404), manufacturing number (405), year of manufacture (406), date of purchase (407), model specifications (408), whether the contract (409) Receive a product specification, including a), and if the confirmation button 410 is selected and stores the input product specification in the product list database (6).

4B illustrates user interface screens for modifying a list of specifications of products that a service is provided among products owned by a customer. In Figure 4b, select the correct button 411, and enter the customer's social security number 412, the contract management unit 1 withdraws the details of the existing customer stored in the customer database (5) to display on the screen, the modification preview button If 413 is selected, a product list related to the customer is retrieved from the product list database 6 and displayed as output data. If the product specification 414 to be modified is selected among the product specifications displayed as output data, the product specification selected on the input unit of the user interface screen is displayed, and after modifying the item 415 to be modified on the input unit, the temporary save button ( 416), the contract management unit 1 updates the product list database 6 with the modified product specification. The modified product specification 417 is displayed in the output data of the user interface screen.

4C illustrates a user interface screen for deleting a list of specifications of products in which a service is provided among products owned by a customer. In Figure 4c, select the delete button 418, and enter the customer's social security number (419), the contract management unit (1) withdraws the details of the existing customer stored in the customer database (5) to display on the screen, before deleting When button 420 is selected, a product list related to the customer is retrieved from the product list database 6 and displayed as output data. If the product specification 421 to be deleted is selected from among the product specifications displayed as output data and the confirmation button 422 is selected, the selected product specification is deleted from the product list database 6.

The situation management unit 2 performs a service request process using the user interface illustrated in FIG. 5A (step 210). According to FIG. 5A, the situation management unit 2 receives the customer's telephone number 501 and inquires the customer database 5 to display the personal details of the customer. At this time, the customer segment item 502 shows whether or not the home doctor customer. The situation management unit 2 receives a service request 504 such as a product and a trouble symptom received from a customer, and stores it as service request processing status data of the customer database 5. The situation management unit 2 receives the service providing date of the dedicated service engineer determined by consultation with the customer and updates the schedule contents of the dedicated service engineer stored in the service engineer database 7. Thereafter, the situation management unit 2 displays the service requests scheduled according to the request of the service engineer.

The situation management unit 2 stores the service processing details using the user interface illustrated in FIG. 5B (step 220). According to FIG. 5B, the situation management unit 2 receives the reception number 506 and the telephone number 507 of the customer and inquires the customer database 5 to display the personal details of the customer. In the reception characteristic item 508, enter the home doctor customer, enter the service processing result from the service engineer such as the charge application item 509, the special processing item 510, and select the confirmation button 511. The service processing result data is stored in the service processing details of the product list database 6.

Then, if requested by the service engineer, the periodic inspection management unit 3 displays a list of customers for regular inspection by dedicated service engineers, and the user interface of the form similar to the user interface illustrated in FIG. Received through and stored in the regular check database (8) (step 230).

The analysis management unit 4 outputs a management report including a product list, a contract list, and periodic inspection result data at the request of the service engineer (step 240). 6 illustrates a contract list screen output by the analysis management unit 4.

So far I looked at the center of the preferred embodiment for the present invention. Those skilled in the art will appreciate that the present invention can be implemented in a modified form without departing from the essential features of the present invention. Therefore, the disclosed embodiments should be considered in descriptive sense only and not for purposes of limitation. The scope of the present invention is shown in the claims rather than the foregoing description, and all differences within the scope will be construed as being included in the present invention.

According to the present invention, it is possible to systematically manage a service providing task of providing a service for an electric and electronic related product through a contract with a customer under predetermined conditions. Therefore, a service engineer who assists in the event of a customer's failure of a product and a request for service is specified, making it easy to maintain a failure record of the product. It is possible to cope with the potential obstacles at a low cost.

Claims (5)

A customer database for storing customer details, contracts with the customer, and service request processing status data for each customer; A product list database that stores a specification and service processing history of products contracted with a customer by product; A service engineer database for storing service specifications and schedules for each service engineer; Receives the contract details including the list of products, the contract period and the contract amount, and the customer details of the products provided with the service, and stores them in the customer database and the product list database, A contract management unit that modifies, deletes, and retrieves the contract contents of the contract; And Receives the service request received from the customer and saves it as service request processing status data of the customer database, receives the determined service provider date and time, updates the schedule of the dedicated service engineer stored in the service engineer database, and the service engineer. And a status management unit for receiving a service processing result from the service list and storing the service processing result in the product list database. The method of claim 1, wherein the customer database And an index in a product list database of products related to the customer and an index in a service engineer database of a dedicated service engineer related to the customer. The method of claim 1, A periodic inspection database for storing result data of periodic inspections; And A service providing service management apparatus further comprising a regular inspection management unit which displays a list of customers for periodic inspection for each dedicated service engineer and receives the result data of the periodic inspection in a periodic inspection database. The method of claim 1, The service providing service management apparatus, characterized in that it further comprises an analysis management unit for outputting a management report including a list of products and contracts. (a) Enter a description of the products for which the service is provided, the contract terms including the contract period and the contract amount, and the contract details with the customer, including the customer's details, the details of the customer, the contracts with the customers, and the request for service. Adding contents of a contract with a customer to a customer database storing processing status data for each customer and a product list database storing specifications and service processing details of products contracted with the customer for each product; (b) Receiving a service request received from a customer and storing it as service request processing status data of the customer database, and inputting a determined service engineer's service providing date and time to store a detailed description and schedule of service engineers for each service engineer. Updating the contents of the engineer database; (c) receiving service processing results from a service engineer and storing the service processing results in the product list database; (d) displaying a list of customers for regular inspection by a dedicated service engineer of the customer, and receiving the result data of the periodic inspection in a periodic inspection database; And (e) outputting a management report including a list of products held and a list of contracts.