KR20020050313A - Quality information sharing system using a network and operating method thereof - Google Patents

Abstract

PURPOSE: A system for sharing the quality information using a network and an operation method are provided to reduce the quality failure cost and to rapidly secure the competitive power for the quality by sharing the quality relating information gathered from the markets in real time through the network. CONSTITUTION: The system for sharing the quality information comprises a service center terminal(111) providing the product qualify relating information obtained from the processing result of the service request from a customer, a customer counseling center terminal(112) providing the information for the dissatisfaction relating to the quality received from the customer and the counseling information, a warehouse repair center terminal(113) providing the quality information obtained from the repair result, and a PCB repair center terminal(114) providing the quality information obtained from the PCB repair result. A quality information sharing server(130) draws out the problems by understanding the situation of the quality through the quality relating information from respective terminals and informs the relating personnel of the drawn problems.

Description

Quality information sharing system using a network and operating method

The present invention relates to a quality information sharing system using a network network, in particular, quality-related information collected in the market is shared in real time through the network, and after-sales service, product by deriving a problem from the quality-related information collected in the market By applying to development, process quality control, shipment quality control, import inspection, etc., the present invention relates to a quality information sharing system using a network network and a method of operating the same, which can reduce the cost of quality failure and secure the quality competitiveness of a product quickly.

Today, a quantum leap in the field of computer-related telecommunications not only dramatically improves work efficiency, but also changes our daily way of life. For example, the use of a product purchase method using an online shopping mall on a network is gradually expanding in a shopping form related to product purchase.

In addition, due to the rapid spread of ultra-high speed network, a network having a data connection speed of several Mbit / sec to small offices and homes is being installed at a low price. As a result, many things that have not been possible in small offices and homes have been possible, and one of them is that high-quality, high-performance multimedia data can be easily used in small offices and homes through the Internet.

Meanwhile, in the process of producing a product and selling it through a market, a company receives opinions from customers through various channels. For example, various opinions related to quality are received from a customer through a service execution process for a customer's after-sales service request, a customer consultation process using a 080 service, a sales process at a sales agent, and the like.

In addition, in the process of repairing the returned product and in the process of repairing the PCB, ideas of know-how and quality improvement can be obtained. In addition, the voice of the customer received at the customer service center includes a lot of customer suggestions related to product quality.

However, since information obtained in the market is not integratedly managed through such various paths, there is a limit in that it cannot efficiently use vivid information received from customers.

The present invention has been created in view of the above conditions, and quality-related information collected in the market is shared in real time through a network, and after-sales service, product development, and process are derived from problems related to quality-related information collected in the market. By applying to quality control, shipment quality control, import inspection, etc., the purpose is to provide a quality information sharing system and its operation method using a network that can reduce the cost of quality failure and quickly secure the quality competitiveness of products.

1 is a block diagram schematically showing the configuration of a quality information sharing system using a network according to the present invention.

2 is a flowchart illustrating a process of sharing quality information in a system employing a method of operating a quality information sharing system using a network according to the present invention.

3 is a diagram illustrating an example of a screen for a service technician to input a service processing history in a system employing a method of operating a quality information sharing system according to the present invention.

4 is a diagram showing an example of a screen for inputting a repair history for a returned product in a system employing a method of operating a quality information sharing system according to the present invention.

FIG. 5 is a diagram illustrating an example of a screen in which an analysis result of an abnormality provided by a quality information sharing server is sent through an email in a system employing a method of operating a quality information sharing system according to the present invention.

FIG. 6 is a diagram illustrating an example of a display screen for an abnormality factor according to a loss cost provided by a quality information sharing server in a system employing a method of operating a quality information sharing system according to the present invention. FIG.

FIG. 7 is a view showing an example of a display screen for an abnormality factor according to a reversion rate provided by a quality information sharing server in a system employing a method of operating a quality information sharing system according to the present invention. FIG.

8 is a view showing an example of a display screen for the abnormality factor according to the defective rate of the product provided by the quality information sharing server in the system employing the operating method of the quality information sharing system according to the present invention.

9 is a view showing an example of a display screen for the weekly / monthly quality status provided by the quality information sharing server in a system employing a method of operating a quality information sharing system according to the present invention.

10 is a view showing an example of a display screen for the quality status of each chassis provided by the quality information sharing server in a system employing a method of operating a quality information sharing system according to the present invention.

11 is a view showing an example of a display screen for the quality status of each model provided by the quality information sharing server in the system employing the operating method of the quality information sharing system according to the present invention.

12 is a diagram illustrating an example of a screen displaying analysis data on a reversion status provided by a quality information sharing server in a system employing a method of operating a quality information sharing system according to the present invention.

FIG. 13 is a view showing an example of a screen displaying an inquiry detail about PCB repair information provided by a quality information sharing server in a system employing a method of operating a quality information sharing system according to the present invention; FIG.

14 is a view showing an example of a screen for displaying the inquiry details for the repair and repair information provided by the quality information sharing server in a system employing the operating method of the quality information sharing system according to the present invention.

FIG. 15 is a diagram illustrating an example of a screen displaying an inquiry detail about a cause of failure provided by a quality information sharing server in a system employing a method of operating a quality information sharing system according to the present invention; FIG.

<Explanation of symbols for the main parts of the drawings>

111 ... Service Center Terminal 112 ... Customer Center

113 ... Reclaim Repair Center Terminal 114 ... PCB Repair Center Terminal

120 ... Network 130 ... Quality Information Sharing Server

131 ... Anomaly Analysis Server 132 ... Receiving Information Management Server

133 ... PCB repair information management server 134 ... Consultation information management server

Quality information sharing system using a network in accordance with the present invention to achieve the above object,

A service center terminal for providing quality related information obtained from the processing result of the customer's service request;

A customer consultation center terminal providing information and consultation information on quality-related complaints received from a customer;

A return repair center terminal for providing quality related information obtained from the repair result of the returned product;

A PCB repair center terminal for providing quality related information obtained from the repair result for the repaired PCB;

With reference to the quality-related information provided from the service center terminal, customer consultation terminal, repatriation repair center terminal and PCB repair center terminal, to grasp the status of the quality to draw a problem, and to inform the person in charge of the department Quality information sharing server; And

Its feature is that it includes a network for connecting the first component.

Wherein the quality information sharing server,

An abnormality factor analysis server that analyzes a quality status with reference to the quality information provided through the network, and analyzes the cause and notifies the corresponding department when a specific matter occurs;

A repair and repair information management server for obtaining and managing information on the repair and repair provided through the network;

A PCB repair information management server for acquiring and managing information on PCB repair provided through the network; And

It is characterized by having a consultation information management server for acquiring and managing customer consultation information provided through the network.

In addition, the operation method of the quality information sharing system using a network in accordance with the present invention to achieve the above object,

(a) acquiring quality-related information collected from customers and markets at a service center, customer service center, retrieval repair center, and PCB repair center, and transmitting the obtained information to a quality information sharing server through a network;

(b) the quality information sharing server, referring to the information transmitted through the network, examining the current status of the quality and deriving a problem; And

(c) The quality information sharing server is characterized in that it comprises the step of notifying the person in charge of the department concerned about the derived quality problems.

In this case, the quality information sharing server is characterized in that it automatically transmits the problem derived by using the e-mail account in reporting the problem derived to the person in charge of the department in step (c).

In addition, the quality information sharing server, in reviewing the current status of the quality in the step (b) and deriving a problem, by examining the defective rate, reversion rate for each model, the number of occurrence of the same failure, the loss cost for each model by the predetermined criteria In the case of exceeding this characteristic, it is characterized in that it is treated as an abnormal factor occurrence.

In addition, the quality information sharing server, in transmitting the problem about the derived quality to the person in charge of the department, the department includes after-sales service, product development, process quality control, shipment quality control, import inspection department There is a characteristic.

In addition, to achieve the above object another embodiment of the operating method of the quality sharing system using a network according to the present invention,

(i) acquiring quality-related information collected from customers and markets at a service center, customer service center, retrieval repair center, and PCB repair center, and transmitting the obtained information to a quality information sharing server through a network;

(j) the quality information sharing server, referring to the information transmitted through the network, analyzing the quality-related information on the product and preparing the necessary data for customer consultation and providing it to the customer consultation center; And

(k) The customer service agent of the customer service center is characterized in that it comprises the step of responding to the inquiry from the customer with reference to the data provided through the network from the quality information sharing server.

In addition, to achieve the above object another embodiment of the operating method of the quality sharing system using a network according to the present invention,

(l) acquiring quality-related information collected from customers and markets at a service center, customer service center, repatriation repair center, and PCB repair center, and transmitting the obtained information to a quality information sharing server through a network;

(m) the quality information sharing server, referring to the information transmitted through the network, analyzing the quality-related information on the product and preparing data for product repair and providing it to the service center; And

(n) The service engineer of the service center is characterized in that it comprises the step of processing the service for the product requested by the customer, with reference to the data provided from the quality information sharing server.

According to the present invention, the quality-related information collected in the market is shared in real time through a network network, by deriving a problem from the quality-related information collected in the market, after-sales service, product development, process quality control, shipment quality control, By applying to the import inspection, there is an advantage that can reduce the cost of quality failure and quickly secure the quality competitiveness of the product.

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

1 is a block diagram schematically showing the configuration of a quality information sharing system using a network according to the present invention.

1, a quality information sharing system using a network according to the present invention includes a service center terminal 111 for providing quality related information obtained from a processing result of a customer's service request; A customer consultation center terminal 112 for providing information and consultation information on quality-related complaints received from customers; A return repair center terminal 113 for providing quality related information obtained from the repair result of the returned product; A PCB repair center terminal 114 for providing quality related information obtained from the repair result for the repaired PCB; With reference to the quality-related information provided from the service center terminal 111, the customer consultation terminal 112, the return repair center terminal 113 and the PCB repair center terminal 114, grasp the current status of the quality to derive problems And, the quality information sharing server 130 for notifying the problem derived to the department manager; And a network network 120 such as the Internet connecting the components 111, 112, 113, 114, and 130.

In this case, the quality information sharing server 130 analyzes the quality status with reference to the quality information provided through the network 120, and, if a specific matter occurs, analyzes the cause and notifies the corresponding department. Abnormal factor analysis server 131; A repair and repair information management server 132 for obtaining and managing information on the repair and repair provided through the network 120; A PCB repair information management server 133 which acquires and manages information on PCB repair provided through the network 120; And a counseling information management server 134 for acquiring and managing customer counseling information provided through the network 120.

Then, in the quality information sharing system having such a configuration, a process of sharing quality information will be described with reference to FIG. 2. 2 is a flowchart illustrating a process of sharing quality information in a system employing a method of operating a quality information sharing system using a network according to the present invention.

First, obtain quality-related information collected from customers and markets in service centers, customer service centers, reclamation repair centers, and PCB repair centers, and transfer the obtained information to the quality information sharing server (see 130 in FIG. 111, 112, 113, and 114 (step 201).

In this case, each center obtains information related to the product repair process and the quality received from the customer, and provides the information to the quality information sharing server 130. FIGS. 3 and 4 illustrate one example. 3 is a diagram illustrating an example of a screen in which a service engineer inputs a service processing history in a system employing a method of operating a quality information sharing system according to the present invention, and FIG. 4 is an operation of a quality information sharing system according to the present invention. In the system employing the method, it is a diagram showing an example of a screen for inputting a repair history for a returned product.

As shown in FIG. 3, the service engineer of the service center performs the after-sales service requested by the customer, inputs the processing result, and transmits the result to the quality information sharing server 130. In this case, the service engineer may transmit a service processing history in real time using an internet terminal, a laptop equipped with a wireless modem, or the like.

The type of information input by the service engineer includes a chassis number, a model number, a serial number, a processing history, a defect symptom, a defect factor, and the like. In addition, when the product is returned, the return details are written. When the PCB is repaired, the repair details are recorded.

As detailed information about such service details is input from a service article, the quality information sharing server 130 may collect and process service processing information input from each service article and process necessary information.

On the other hand, as shown in Figure 4, when a return is generated for the product and the service is performed, the service details for the returned product is entered, model number, chassis number, serial number, type of return, reason for return, Enter information about the fault code, symptom code, and circuit number.

In this case, in inputting each piece of information on the reversal processing details, the quality information sharing server 130 may process the necessary information in accordance with the classification by inputting the data using a classification coded in a database.

Meanwhile, in step 201, the quality information sharing server 130, which has received the quality-related information from each of the center terminals 111, 112, 113, and 114, refers to the transmitted information to check the current status of the quality. Review and derive the problem (step 202). In addition, the quality information sharing server 130 notifies the department manager of the problem about the derived quality (step 203).

At this time, the quality information sharing server 130 in the notification of the problem of the derived quality to the person in charge of the department, as shown in Figure 5, to automatically transmit the problem of the quality derived using the e-mail account Can be designed. FIG. 5 is a diagram illustrating an example of a screen on which an analysis result of an abnormality provided by a quality information sharing server is sent through an email in a system employing a method of operating a quality information sharing system according to the present invention.

Here, the quality information sharing server 130 extracts the necessary items from the quality-related information provided from each center terminal 111, 112, 113, 114, and makes a database, and compares the value with a set reference value. If an abnormality occurs, the person in charge of the department is notified of the result.

At this time, the quality information sharing server 130, in transmitting the problem about the derived quality to the person in charge of the department, the department includes after-sales service, product development, process quality control, shipment quality control, import inspection department, etc. do.

The criteria for the abnormality determined by the quality information sharing server 130 may be variously set by the system administrator according to the management purpose. For example, as shown in FIGS. It can be implemented to set the criteria for product failure rate and send out a warning message when the value for this is exceeded. In addition, the quality information sharing server 130 may include the same number of occurrences of defects as a criterion for determining abnormal factors, and the criteria for determining such abnormal factors in accordance with management criteria may be variously applied.

FIG. 6 is a diagram illustrating an example of a display screen for an abnormality factor according to a loss cost provided by a quality information sharing server in a system employing a method of operating a quality information sharing system according to the present invention, and FIG. In the system employing the operating method of the quality information sharing system according to the present invention, it is a view showing an example of a display screen for the abnormal factors according to the reversion rate provided by the quality information sharing server, Figure 8 is a view of the quality information sharing system according to the present invention In the system employing the operation method, it is a diagram showing an example of a display screen for the abnormality factor according to the defective rate of the product provided by the quality information sharing server.

As shown in FIGS. 6 to 8, the alarm message for each abnormality factor provided by the quality information sharing server 130 is displayed according to the chassis, model, and period. In addition, the alarm message sent from the quality information sharing server 130 may be selected by the administrator to send a mail through the click of the 'send mail' button displayed at the lower right of FIGS. 6 to 8.

On the other hand, the quality information sharing server 130, by referring to the quality-related information provided from each of the center terminal 111, 112, 113, 114, can process and provide a variety of information about the user's connection 9 to 15 are diagrams showing examples of information provided.

9 is a view showing an example of a display screen for the weekly / monthly quality status provided by the quality information sharing server in the system employing the operating method of the quality information sharing system according to the present invention, by model, chassis by the corresponding period For example, it may be provided with information about the quantity of defects generated on a weekly / monthly basis.

In addition, Figure 10 is a view showing an example of the display screen for the status of the quality of each chassis provided by the quality information sharing server in a system employing the operating method of the quality information sharing system according to the present invention, the user is sharing the quality information By accessing the server 130 and inputting a search condition for each chassis, failure type, period, etc., data corresponding to the condition may be provided.

11 is a view showing an example of a display screen for the quality status of each model provided by the quality information sharing server in the system employing the method of operating the quality information sharing system according to the present invention, the user is sharing the quality information By accessing the server 130 and inputting a search condition for products, chassis, defect type, period, etc., data corresponding to the condition may be provided.

In addition, Figure 12 is a diagram showing an example of a screen for displaying the analysis data on the reversion status provided by the quality information sharing server in a system employing the operating method of the quality information sharing system according to the present invention, the user is said quality By accessing the information sharing server 130 and inputting a search condition such as a reversion type, a repair status, a repair period, and the like, an analysis data on a reversion status corresponding to a corresponding condition may be provided.

On the other hand, Figure 13 is a diagram showing an example of a screen for displaying the inquiry history for the PCB repair information provided from the quality information sharing server in a system employing the operating method of the quality information sharing system according to the present invention, the user By accessing the quality information sharing server 130 and inputting a search condition for each model, period, etc., analysis data on repair history corresponding to the corresponding condition may be provided.

In this case, when the user double-clicks the corresponding item on the inquiry screen provided from the quality information sharing server 130, the user may be designed to display detailed information about the item, and is displayed on the lower right of FIG. 13. Shows detailed search result about PCB information.

In addition, FIG. 14 is a view showing an example of a screen for displaying the inquiry details on the repair and repair information provided by the quality information sharing server in the system employing the operating method of the quality information sharing system according to the present invention, the user is By accessing the quality information sharing server 130 and selecting a search condition for each period, model, and the return processing status, it is possible to receive analysis data on the return repair information corresponding to the condition.

In this case, the user may input detailed conditions such as 'repair status of reclaimed products', 'return status of reclaimed products', 'return status by chassis', and 'return status by usage period' as a search condition for reversion processing status.

And, Figure 15 is a view showing an example of a screen for displaying the inquiry details for the cause of the failure provided by the quality information sharing server in a system employing the operating method of the quality information sharing system according to the present invention, the user is said quality By accessing the information sharing server 130 and selecting a search condition for each corporation, production site, chassis, model, period, etc., it is possible to receive analysis data on the cause of failure corresponding to the condition.

In this case, as shown in FIG. 15, the user may receive data on the defective rate for each part, cause, and part from the quality information sharing server 130 through a list and a graph.

Here, the analysis data for each part may be analyzed according to the power supply unit, the image unit, the CPT unit, the horizontal unit, the control unit, and the audio unit, and the analysis data for each component may include PCB exchange, CPT, FBT, product exchange, IC, and capacitor. , Tuner, etc.

Meanwhile, the quality information sharing server 130 refers to information transmitted through the network 120 from the terminals 111, 112, 113, and 114 of each center, and analyzes quality related information about the product. And prepare data necessary for service processing and provide the data to the service center terminal 111. Accordingly, the service engineer who performs the after-sales service may appropriately respond to the service requested by the customer by using a know-how on service performance provided from other service technicians.

In addition, the quality information sharing server 130 refers to the information transmitted through the network 120 from the terminal 111, 112, 113, 114 of each center, and analyzes the quality-related information about the product And to prepare the necessary data for customer consultation can be provided to the customer service center terminal 112. Accordingly, the customer counselor of the customer counseling center may appropriately respond to the consultation from the customer with reference to the data provided from the quality information sharing server 130 through the network 120.

As described above, according to the quality information sharing system using the network and the operation method according to the present invention, quality-related information collected in the market is shared in real time through the network, and there is a problem from the quality-related information collected in the market. By deriving and applying it to after-sales service, product development, process quality control, shipment quality control, import inspection, etc., it has the advantage of reducing the cost of quality failure and ensuring the quality competitiveness of products quickly.

Claims (8)

A service center terminal for providing quality related information obtained from the processing result of the customer's service request; A customer consultation center terminal providing information and consultation information on quality-related complaints received from a customer; A return repair center terminal for providing quality related information obtained from the repair result of the returned product; A PCB repair center terminal for providing quality related information obtained from the repair result for the repaired PCB; With reference to the quality-related information provided from the service center terminal, customer consultation terminal, repatriation repair center terminal and PCB repair center terminal, to grasp the status of the quality to draw a problem, and to inform the person in charge of the department Quality information sharing server; And Quality information sharing system using a network, characterized in that it comprises a network for connecting the components. The method of claim 1, The quality information sharing server, An abnormality factor analysis server that analyzes a quality status with reference to the quality information provided through the network, and analyzes the cause and notifies the corresponding department when a specific matter occurs; A repair and repair information management server for obtaining and managing information on the repair and repair provided through the network; A PCB repair information management server for acquiring and managing information on PCB repair provided through the network; And Quality information sharing system using a network, characterized in that it comprises a consultation information management server for acquiring and managing customer consultation information provided through the network. (a) acquiring quality-related information collected from customers and markets at a service center, customer service center, retrieval repair center, and PCB repair center, and transmitting the obtained information to a quality information sharing server through a network; (b) the quality information sharing server, referring to the information transmitted through the network, examining the current status of the quality and deriving a problem; And (c) the quality information sharing server operating a quality information sharing system using a network, comprising the step of notifying the person in charge of the department concerned about the derived quality. The method of claim 3, wherein The quality information sharing server, in reporting the problem derived to the person in charge of the department in step (c), sharing the quality information using the network, characterized in that it automatically transmits the problem derived using the e-mail account. How the system works. The method of claim 3, wherein The quality information sharing server, in reviewing the current status on quality and deriving a problem in step (b), examines the defective rate, reversion rate for each model, the number of identical defects, loss cost for each model, and sets a predetermined criterion. If exceeded, the operation method of the quality information sharing system using a network, characterized in that the processing of the occurrence of abnormal factors. The method of claim 3, wherein The quality information sharing server, in transmitting the problem about the derived quality to the department in charge, the department includes after-sales service, product development, process quality control, shipment quality control, import inspection department, characterized in that Operation method of quality information sharing system using network. (i) acquiring quality related information collected from customers and markets at a service center, customer service center, retrieval repair center, and PCB repair center, and transmitting the obtained information to a quality information sharing server through a network; (j) the quality information sharing server, referring to the information transmitted through the network, analyzing the quality-related information on the product and preparing the necessary data for customer consultation and providing it to the customer consultation center; And (k) The customer counselor of the customer consultation center includes a step of responding to the inquiry from the customer by referring to the data provided through the network from the quality information sharing server, the quality information sharing system using the network; How to operate. (l) acquiring quality-related information collected from customers and markets at a service center, customer service center, repatriation repair center, and PCB repair center, and transmitting the obtained information to a quality information sharing server through a network; (m) the quality information sharing server, referring to the information transmitted through the network, analyzing the quality-related information on the product and preparing data for product repair and providing it to the service center; And (n) The service engineer of the service center refers to the data provided from the quality information sharing server, the quality information sharing system using a network, comprising the step of processing a service for a product requested by a customer How to operate.