WO2001093177A1 - After sale service method for bakery and confectionery apparatus through internet and device therefor - Google Patents

After sale service method for bakery and confectionery apparatus through internet and device therefor Download PDF

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Publication number
WO2001093177A1
WO2001093177A1 PCT/KR2001/000887 KR0100887W WO0193177A1 WO 2001093177 A1 WO2001093177 A1 WO 2001093177A1 KR 0100887 W KR0100887 W KR 0100887W WO 0193177 A1 WO0193177 A1 WO 0193177A1
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Prior art keywords
sale service
trouble
items
confectionery
bakery
Prior art date
Application number
PCT/KR2001/000887
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French (fr)
Inventor
Jong-Min Ji
Original Assignee
Ji Jong Min
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Filing date
Publication date
Application filed by Ji Jong Min filed Critical Ji Jong Min
Priority to AU60759/01A priority Critical patent/AU6075901A/en
Publication of WO2001093177A1 publication Critical patent/WO2001093177A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management

Definitions

  • the present invention relates generally to an after-sale service method for confectionery and bakery apparatuses through the Internet and system therefor, and particularly to an after-sale service method for confectionery and bakery apparatuses through the Internet and system therefor, in which information on confectionery and bakery apparatus repair technicians and trouble shooting information on the confectionery and bakery apparatuses are stored in databases using the Internet, so an after-sale service technician nearest to a user is introduced to the user when a request is made by the user of the confectionery and bakery apparatus, and the trouble shooting techniques are rapidly provided to the user online when the trouble shooting item of the user belongs to basic trouble shooting items.
  • an electric oven, a mixer, a fermentation apparatus, a refrigerator or the like used for confectionery and baking experience breakdowns because of the termination of life span of parts, excessive operation, overheating, careless use or the like.
  • a breakdown occurs, the cause of the trouble should be found and repairs should be requested of the technician of a corresponding technical field, such as electrical, refrigeration, metal plating or heat treatment field, in order to restore the normal operation of the apparatus.
  • an object of the present invention is to provide an after-sale service method for confectionery and bakery apparatuses through the Internet and system therefor, in which the locations and professional repair fields of confectionery and bakery apparatus repair technicians and the detailed drawings and numerical information of the apparatuses are stored in databases, so an after-sale service technician nearest to a user is introduced to the user when a request is made by the user of the confectionery and bakery apparatus, and the trouble shooting techniques are rapidly provided to the user on-line when the trouble shooting item of the user belongs to basic trouble shooting items.
  • the present invention provides an after-sale service method for confectionery and bakery a ⁇ r _ ⁇ dtuses using the
  • Internet comprising the steps of: storing after-sale service technician information classified by locations and repair fields and the connection between the after-sale service technicians classified by locations and repair fields and their telephone numbers used to call the technicians; classifying hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, classifying the lowest-level items of the hierarchical search items into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user, and storing the hierarchical search items and the complex and basic trouble shooting items; receiving the model name of a corresponding confectionery or bakery apparatus when the after-sale service request item of a menu is made for the repair of the confectionery or bakery apparatus, and allowing a user to select a trouble region while hierarchically displaying trouble shooting search items according to a corresponding model name on a screen; and receiving location information on a store where trouble occurs when a lower-level search item is selected when the trouble region selected from the search items belongs
  • the present invention provides an after-sale service system using the Internet, comprising: input means 11, 12, 13 and 14 for inputting technician information, hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, and jihe location of a store where trouble occurs; data storage means 200 for storing after-sale service technician information classified by locations and repair fields and the connection between the after-sale service technicians classified by locations and repair fields and their telephone numbers used to call the technicians, and storing hierarchical search items determined by anticipating the trouble regions of apparatuses according to .
  • model names of confectionery and bakery apparatuses the lowest-level items of the hierarchical search items being classified into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user; selection means 21, 22, 23 and 24 for selecting the search item of a trouble region displayed on a screen and related to a corresponding model name hierarchically displaying trouble parts, determining a selected lowest-level trouble region as a trouble region, and selecting an after-sale service request item for the after-sale service of the confectionery or bakery apparatus from a menu; displays 31, 32, 33 and 34 for searching for the location information of an after-sale service technician and geographical information on the basis of the inputted location information of a store, and displaying a moving path on a map outputted on a renewed screen and an expected arrival time according to the distance of the moving path.
  • Fig. 1 is a block diagram an after-sale service system for confectionery and bakery apparatuses using the Internet in accordance with the present invention
  • Fig. 2 is a flowchart showing an after-sale service method for confectionery and bakery apparatuses in accordance with the present invention
  • Fig. 3 is a diagram showing a hierarchical menu structure for allowing a user to select a trouble region of the apparatus
  • Fig. 4 is a view showing an input window for allowing a user to input the location of a store where a trouble apparatus is situated;
  • Fig. 5 is a diagram showing a moving path indicated on a map in accordance with the present invention.
  • a Web server 50 is positioned so that a manger can integrally manage the procedure of after-sale service
  • an after-sale service technician client 81 is connected to and communicates with the Web server 50 through the Internet so that technicians can provide after-sale service information
  • an apparatus manufacturer client 82 is connected to and communicates with the Web server 50 through the Internet so manufacturers can provide apparatus information
  • a store client 83 is connected to and communicates with the Web server 50 through the Internet so that clients request after-sale service.
  • the Web server 50, the after-sale service technician client is connected to and communicates with the Web server 50 through the Internet so that technicians can provide after-sale service information
  • an apparatus manufacturer client 82 is connected to and communicates with the Web server 50 through the Internet so manufacturers can provide apparatus information
  • a store client 83 is connected to and communicates with the Web server 50 through the Internet so that clients request after-sale service.
  • the Web server 50, the after-sale service technician client is connected to and communicates with the Web
  • the apparatus manufacturer client 82 and the store client 83 are each provided with a display 31, 32, 33 or 34 such as cathode ray tube, input means 11, 12, 13 or 14 having key buttons, and selection means 21, 22, 23 or 24 for selecting items from a menu displayed on a screen using a pointer.
  • the selection means 21, 22, 23 or 24 is comprised of a pointer input device for hierarchically displaying trouble regions, determining a selected lowest-level trouble region as a trouble region, and selecting a request for the after-sale service of the confectionery or bakery apparatus.
  • the input means 11, 12, 13 and 14 is, at least, comprised of a key board having number keys, letter keys and command keys and an interface circuit so as to input technician information, hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, and the location of a store where trouble occurs.
  • Data storage means 70 is connected to the Web server 50, and comprised of an after-sale service technician database 40, an apparatus repair information database 60, and a geographical information database 70.
  • the after-sale service technician database 40 serves to store after-sale service technician information classified by locations and repair fields and the connection b.. ⁇ en the after-sale service technicians classified by locations and repair fields and their telephone numbers used to call the technicians.
  • the apparatus repair information database 60 serves to store hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, wherein the lowest-level items of the hierarchical search items are classified into complex trouble shooting items that must be repaired by an after- sale service technician and basic trouble shooting items that must be repaired by a user.
  • the geographical information database 70 serves to store map information used to be output on a screen and map scale information. Additionally, the location information of an after-sale service technician and geographical information is searched for on the basis of the inputted location information of a store, a moving path is displayed to overlap with a map outputted on a renewed screen, and an expected arrival time according to the distance of the moving path is displayed on the screen.
  • a moving path 90 displayed on the display 31, 32, 33 or 34 may be indicated in the form of a single-color line, and can be indicated to be distinguished from the other parts of a map using various kinds or thickness of lines or the flickering of the line.
  • the method and system of the present invention can be constructed, in such a way that pictorial data for visualizing the regions of the apparatuses according to model names of the confectionery and bakery apparatuses are stored in the relation to the search items and pictorial data are displayed on a screen when a corresponding item is selected from the search items, so that an after-sale service technician can refer to the pictorial data from a distance, thereby allowing the after-sale service technician to easily obtain necessary information.
  • the method and system of the present invention can be constructed in such a way that the telephone number of a selected after-sale ⁇ * vice technician is outputted on an integrally managed screen and it is displayed on the screen whether or not an apparatus to be repaired is insured against trouble to be referred to by a user.
  • an after-sale service technician available to repair a trouble confectionery and bakery apparatuses pushes a button "A/S registration" by means of the selection means 21, 22, 23 or 24 and inputs his address, his professional repair field, his telephone number, his personal history, etc. by means of the input means 11, 12, 13 or 14 (SI and S2).
  • the address is assigned to a corresponding regional class and stored in the after-sale service technician database 40
  • the repair field is assigned to a corresponding field class and stored in the after-sale service technician database 40
  • the connection between the technician and his telephone number is stored in the after-sale service technician database 40.
  • a manufacturer of the confectionery and bakery apparatuses determines hierarchical search items by anticipating the trouble portions of the apparatuses, arranging the trouble portions to be hierarchically found out, classifies the lowest-level items of the hierarchical search items into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user, and upload the search items to the Web server 50 (S3 and S4). Accordingly, the search items are stored in the apparatus repair information database 60.
  • __ ⁇ c Web server 50 considers the lowest-level trouble shooting item as a trouble shooting item, and determines weather after-sale service should be provided to the user after determining whether the trouble shooting item belongs to the complex trouble shooting items.
  • the pictorial or text data of trouble shooting techniques stored in the apparatus repair information database 60 are provided (S9 and S10).
  • the apparatus repair information database 60 is searched for a corresponding trouble shooting field, the location of a store is inputted by a user who uses the trouble apparatus through the input window shown in Fig. 4, the geographical database 70 is searched for geographical information on the basis of address information stored in the after-sale service technician database 40 and the moving path 90 of an after- sale service technician and expected arrival time 100 according to the distance of the moving path are displayed on the screens of the display 31, 32, 33 and 34 (Sll, S12, S13, S14, S15 and S16).
  • the moving path 90 is indicated on the map displayed on the screen, so the location of the after-sale service technician is easily learned.
  • the telephone number of the after-sale service technician stored in the after-sale service technician database 40 is outputted to allow a user to get in touch with the after-sale service technician (S17). It is displayed on the screen whether the manufacturer of a confectionery or bakery apparatus has insured the apparatus against trouble, so that a purchaser learns the after-sale service level of the manufacturer in advance (S18).
  • the present invention provides an after-sale service method for confectionery and bakery apparatuses through thu -.uternet, in which after-sale technicians can register their addresses, their professional repair fields and their telephone numbers on-line, the manufacturers of the confectionery and bakery apparatuses can input detailed apparatus information and trouble shooting techniques, and the above-described information is stored in databases, so that an after-sale service technician nearest to a user is found out to get after-sale service when the user requests after-sale service.
  • a trouble region is selected through a hierarchical menu, and the lowest-level trouble shooting items of hierarchical search items are classified into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user, so trouble shooting techniques are provided in the form of pictorial and text data on- line when the trouble shooting item of a user belongs to the basic trouble shooting items. Accordingly, the user can directly and rapidly handle apparatus trouble without after-sale service, and can save trouble shooting costs.
  • after-sale service technicians can freely register their after-sale services on-line, so the small-scale manufacturer of confectionery or bakery apparatuses can obtain reliable after-sale service for their clients without employing after-sale technicians. Even when the manufacturing companies of the confectionery or bakery apparatuses are closed due to bankruptcy or the like, after- sale service technicians can easily obtain the detailed information on the confectionery or bakery apparatuses if the detailed drawings of the apparatuses and the text information of trouble shooting techniques are uploaded on-line.

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Abstract

Disclosed herein is an after-sale service method for confectionery and bakery apparatuses using the Internet and system therefore. The after-sale service method includes the step of storing after-sale service technician information classified by locations and repair fields and the connection between the after-sale service technicians and their telephone numbers. Thereafter, there is searched for hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses. The hierarchical search items and the classified complex and basic trouble shooting items are stored. A user is allowed to select a trouble region while trouble shooting search items according to a corresponding model name are hierarchically displayed on a screen.

Description

AFTER SALE SERVICE METHOD FOR BAKERY AND CONFECTIONERY APPARATUS THROUGH INTERNET AND DEVICE THEREFOR
Technical Field
The present invention relates generally to an after-sale service method for confectionery and bakery apparatuses through the Internet and system therefor, and particularly to an after-sale service method for confectionery and bakery apparatuses through the Internet and system therefor, in which information on confectionery and bakery apparatus repair technicians and trouble shooting information on the confectionery and bakery apparatuses are stored in databases using the Internet, so an after-sale service technician nearest to a user is introduced to the user when a request is made by the user of the confectionery and bakery apparatus, and the trouble shooting techniques are rapidly provided to the user online when the trouble shooting item of the user belongs to basic trouble shooting items.
Background Art
In general, an electric oven, a mixer, a fermentation apparatus, a refrigerator or the like used for confectionery and baking experience breakdowns because of the termination of life span of parts, excessive operation, overheating, careless use or the like. When such a breakdown occurs, the cause of the trouble should be found and repairs should be requested of the technician of a corresponding technical field, such as electrical, refrigeration, metal plating or heat treatment field, in order to restore the normal operation of the apparatus.
However, in the past, an organic network has not been constructed between the technicians and manufacturers of confectionery or bakery apparatuses and it has been difficult to locate technicians of a corresponding technical field. Accordingly, requests for repairing confectionery or bakery apparatuses are concentrated on specific technicians, who can be easily located and are positioned on a specific region, thereby delaying time for after-sale service.
Additionally, although a user can personally handle apparatus trouble without after-sale service when he simply knows trouble shooting techniques, trouble shooting cost is increased because the trouble shootin^ ..chniques and the detailed drawings of the confectionery or bakery apparatus cannot be rapidly obtained by the user.
Additionally, when the manufacturers of confectionery or bakery apparatuses carry out after-sale service, the manufacturers should employ a considerable number of technicians. However, only manufacturers each having a considerable sales volume can afford to employ such technicians because high personnel costs should be spent for the technicians. Small-scale manufacturers cannot afford to employ such technicians because of high personnel costs.
As a result, there occur problems that the manufacturers of confectionery and bakery apparatuses lose consumer trust in their products because the manufacturers do not provide sufficient after-sale service to their customers. Additionally, the trouble shooting documents and detailed drawings of manufactured apparatuses are frequently missing because of the stoppage of supply of the apparatuses caused by the bankruptcy of the manufacturers or other reasons, so there occurs the problem that it is difficult to repair the confectionery and bakery apparatuses.
Disclosure of the Invention
Accordingly, the present invention has been made keeping in mind the above problems occurring in the prior art, and an object of the present invention is to provide an after-sale service method for confectionery and bakery apparatuses through the Internet and system therefor, in which the locations and professional repair fields of confectionery and bakery apparatus repair technicians and the detailed drawings and numerical information of the apparatuses are stored in databases, so an after-sale service technician nearest to a user is introduced to the user when a request is made by the user of the confectionery and bakery apparatus, and the trouble shooting techniques are rapidly provided to the user on-line when the trouble shooting item of the user belongs to basic trouble shooting items.
In order to accomplish the above object, the present invention provides an after-sale service method for confectionery and bakery aρr_ιdtuses using the
Internet, comprising the steps of: storing after-sale service technician information classified by locations and repair fields and the connection between the after-sale service technicians classified by locations and repair fields and their telephone numbers used to call the technicians; classifying hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, classifying the lowest-level items of the hierarchical search items into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user, and storing the hierarchical search items and the complex and basic trouble shooting items; receiving the model name of a corresponding confectionery or bakery apparatus when the after-sale service request item of a menu is made for the repair of the confectionery or bakery apparatus, and allowing a user to select a trouble region while hierarchically displaying trouble shooting search items according to a corresponding model name on a screen; and receiving location information on a store where trouble occurs when a lower-level search item is selected when the trouble region selected from the search items belongs to the complex trouble shooting items, searching for the location information of an after-sale service technician and geographical information on the basis of the inputted location information, and displaying a moving path on a map outputted on a renewed screen and an expected arrival time according to the distance of the moving path.
In addition, the present invention provides an after-sale service system using the Internet, comprising: input means 11, 12, 13 and 14 for inputting technician information, hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, and jihe location of a store where trouble occurs; data storage means 200 for storing after-sale service technician information classified by locations and repair fields and the connection between the after-sale service technicians classified by locations and repair fields and their telephone numbers used to call the technicians, and storing hierarchical search items determined by anticipating the trouble regions of apparatuses according to . model names of confectionery and bakery apparatuses, the lowest-level items of the hierarchical search items being classified into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user; selection means 21, 22, 23 and 24 for selecting the search item of a trouble region displayed on a screen and related to a corresponding model name hierarchically displaying trouble parts, determining a selected lowest-level trouble region as a trouble region, and selecting an after-sale service request item for the after-sale service of the confectionery or bakery apparatus from a menu; displays 31, 32, 33 and 34 for searching for the location information of an after-sale service technician and geographical information on the basis of the inputted location information of a store, and displaying a moving path on a map outputted on a renewed screen and an expected arrival time according to the distance of the moving path.
Brief Description of the Drawings
The above and other objects, features and other advantages of the present invention will be more clearly understood from the following detailed description taken in conjunction with the accompanying drawings, in which:
Fig. 1 is a block diagram an after-sale service system for confectionery and bakery apparatuses using the Internet in accordance with the present invention; Fig. 2 is a flowchart showing an after-sale service method for confectionery and bakery apparatuses in accordance with the present invention;
Fig. 3 is a diagram showing a hierarchical menu structure for allowing a user to select a trouble region of the apparatus;
Fig. 4 is a view showing an input window for allowing a user to input the location of a store where a trouble apparatus is situated; and
Fig. 5 is a diagram showing a moving path indicated on a map in accordance with the present invention.
Best Mode for Carrying Out the Invention
Hereinafter, a preferred embodiment of the present invention is described with reference to the accompanying drawings.
As shown in Fig. 1, a Web server 50 is positioned so that a manger can integrally manage the procedure of after-sale service, an after-sale service technician client 81 is connected to and communicates with the Web server 50 through the Internet so that technicians can provide after-sale service information, an apparatus manufacturer client 82 is connected to and communicates with the Web server 50 through the Internet so manufacturers can provide apparatus information, and a store client 83 is connected to and communicates with the Web server 50 through the Internet so that clients request after-sale service. Additionally, the Web server 50, the after-sale service technician client
81, the apparatus manufacturer client 82 and the store client 83 are each provided with a display 31, 32, 33 or 34 such as cathode ray tube, input means 11, 12, 13 or 14 having key buttons, and selection means 21, 22, 23 or 24 for selecting items from a menu displayed on a screen using a pointer. For example, the selection means 21, 22, 23 or 24 is comprised of a pointer input device for hierarchically displaying trouble regions, determining a selected lowest-level trouble region as a trouble region, and selecting a request for the after-sale service of the confectionery or bakery apparatus.
The input means 11, 12, 13 and 14 is, at least, comprised of a key board having number keys, letter keys and command keys and an interface circuit so as to input technician information, hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, and the location of a store where trouble occurs. Data storage means 70 is connected to the Web server 50, and comprised of an after-sale service technician database 40, an apparatus repair information database 60, and a geographical information database 70. The after-sale service technician database 40 serves to store after-sale service technician information classified by locations and repair fields and the connection b.. ^en the after-sale service technicians classified by locations and repair fields and their telephone numbers used to call the technicians. The apparatus repair information database 60 serves to store hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, wherein the lowest-level items of the hierarchical search items are classified into complex trouble shooting items that must be repaired by an after- sale service technician and basic trouble shooting items that must be repaired by a user. The geographical information database 70 serves to store map information used to be output on a screen and map scale information. Additionally, the location information of an after-sale service technician and geographical information is searched for on the basis of the inputted location information of a store, a moving path is displayed to overlap with a map outputted on a renewed screen, and an expected arrival time according to the distance of the moving path is displayed on the screen. A moving path 90 displayed on the display 31, 32, 33 or 34 may be indicated in the form of a single-color line, and can be indicated to be distinguished from the other parts of a map using various kinds or thickness of lines or the flickering of the line.
When a trouble region selected from the search items belongs to the basic trouble shooting items, pictorial and text data for explaining trouble shooting techniques are outputted, thereby allowing the method and system of the present invention to be easily utilized.
In the meantime, the method and system of the present invention can be constructed, in such a way that pictorial data for visualizing the regions of the apparatuses according to model names of the confectionery and bakery apparatuses are stored in the relation to the search items and pictorial data are displayed on a screen when a corresponding item is selected from the search items, so that an after-sale service technician can refer to the pictorial data from a distance, thereby allowing the after-sale service technician to easily obtain necessary information.
The method and system of the present invention can be constructed in such a way that the telephone number of a selected after-sale ^*vice technician is outputted on an integrally managed screen and it is displayed on the screen whether or not an apparatus to be repaired is insured against trouble to be referred to by a user.
The method of the present invention is described in detail with reference to the accompanying flowchart.
As shown in Fig. 2, while accessing the Web server 50, an after-sale service technician available to repair a trouble confectionery and bakery apparatuses pushes a button "A/S registration" by means of the selection means 21, 22, 23 or 24 and inputs his address, his professional repair field, his telephone number, his personal history, etc. by means of the input means 11, 12, 13 or 14 (SI and S2). Accordingly, the address is assigned to a corresponding regional class and stored in the after-sale service technician database 40, the repair field is assigned to a corresponding field class and stored in the after-sale service technician database 40, and the connection between the technician and his telephone number is stored in the after-sale service technician database 40.
Meanwhile, a manufacturer of the confectionery and bakery apparatuses determines hierarchical search items by anticipating the trouble portions of the apparatuses, arranging the trouble portions to be hierarchically found out, classifies the lowest-level items of the hierarchical search items into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user, and upload the search items to the Web server 50 (S3 and S4). Accordingly, the search items are stored in the apparatus repair information database 60.
Thereafter, when the user of a confectionery or bakery apparatus selects the after-sale service request item of a menu, input is carried out through the input means 11, 12, 13 or 14 (S3 and S6). In such a state, the search items stored in the apparatus repair information database 60 and related to a corresponding model name, as shown in Fig. 3, are hierarchically displayed on the screen of the display 31, 32, 33 or 34. At this time, the user sequentially selects items related to his trouble apparatus from the hierarchical menu and, finally, selects a lowest-level item. __ιc Web server 50 considers the lowest-level trouble shooting item as a trouble shooting item, and determines weather after-sale service should be provided to the user after determining whether the trouble shooting item belongs to the complex trouble shooting items. When the lowest-level trouble shooting item does not belong to the complex trouble shooting items requiring after-sale service, but belongs to the basic trouble shooting items requiring self-trouble shooting, the pictorial or text data of trouble shooting techniques stored in the apparatus repair information database 60 are provided (S9 and S10).
On the other hand, when the lowest-level trouble shooting item belongs to the complex trouble shooting items requiring after-sale service, the apparatus repair information database 60 is searched for a corresponding trouble shooting field, the location of a store is inputted by a user who uses the trouble apparatus through the input window shown in Fig. 4, the geographical database 70 is searched for geographical information on the basis of address information stored in the after-sale service technician database 40 and the moving path 90 of an after- sale service technician and expected arrival time 100 according to the distance of the moving path are displayed on the screens of the display 31, 32, 33 and 34 (Sll, S12, S13, S14, S15 and S16).
At this time, the moving path 90 is indicated on the map displayed on the screen, so the location of the after-sale service technician is easily learned.
Additionally, the telephone number of the after-sale service technician stored in the after-sale service technician database 40 is outputted to allow a user to get in touch with the after-sale service technician (S17). It is displayed on the screen whether the manufacturer of a confectionery or bakery apparatus has insured the apparatus against trouble, so that a purchaser learns the after-sale service level of the manufacturer in advance (S18). Industrial Applicability
As described above, the present invention provides an after-sale service method for confectionery and bakery apparatuses through thu -.uternet, in which after-sale technicians can register their addresses, their professional repair fields and their telephone numbers on-line, the manufacturers of the confectionery and bakery apparatuses can input detailed apparatus information and trouble shooting techniques, and the above-described information is stored in databases, so that an after-sale service technician nearest to a user is found out to get after-sale service when the user requests after-sale service. In addition, a trouble region is selected through a hierarchical menu, and the lowest-level trouble shooting items of hierarchical search items are classified into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user, so trouble shooting techniques are provided in the form of pictorial and text data on- line when the trouble shooting item of a user belongs to the basic trouble shooting items. Accordingly, the user can directly and rapidly handle apparatus trouble without after-sale service, and can save trouble shooting costs.
Moreover, after-sale service technicians can freely register their after-sale services on-line, so the small-scale manufacturer of confectionery or bakery apparatuses can obtain reliable after-sale service for their clients without employing after-sale technicians. Even when the manufacturing companies of the confectionery or bakery apparatuses are closed due to bankruptcy or the like, after- sale service technicians can easily obtain the detailed information on the confectionery or bakery apparatuses if the detailed drawings of the apparatuses and the text information of trouble shooting techniques are uploaded on-line.

Claims

Claims
1. An after-sale service method for confectionery and bakery apparatuses using the Internet, comprising the steps of: storing after-sale service technician information ck^ tried by locations and repair fields and the connection between the after-sale service technicians classified by locations and repair fields and their telephone numbers used to call the technicians; classifying hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, classifying the lowest-level items of the hierarchical search items into complex trouble shooting items that must be repaired by an after- sale service technician and basic trouble shooting items that can be repaired by a user, and storing the hierarchical search items and the complex and basic trouble shooting items; receiving the model name of a corresponding confectionery or bakery apparatus when the after-sale service request item of a menu is made for the repair of the confectionery or bakery apparatus, and allowing a user to select a trouble region while hierarchically displaying trouble shooting search items according to a corresponding model name on a screen; and receiving location information on a store where trouble occurs when the trouble region selected from the search items belongs to the complex trouble shooting items, searching for the location information of an after-sale service technician and geographical information on the basis of the inputted location information, and displaying a moving path on a map outputted on a renewed screen and an expected arrival time according to the distance of the moving path.
2. An after-sale service system using the Internet, comprising: input means 11, 12, 13 and 14 for inputting technician information, hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, and the location of a store where trouble occurs; data storage means 200 for storing after-sale service technician information classified by locations and repair fields and the connection between the after-sale service technicians classified by locations and repair fields and their telephone numbers used to call the technicians, and storing hierarchical search items determined by anticipating the trouble regions of apparatuses according to the model names of confectionery and bakery apparatuses, tL_ ±o west-level items of the hierarchical search items being classified into complex trouble shooting items that must be repaired by an after-sale service technician and basic trouble shooting items that can be repaired by a user; selection means 21, 22, 23 and 24 for selecting the search item of a trouble region displayed on a screen and related to a corresponding model name hierarchically displaying trouble parts, determining a selected lowest-level trouble region as a trouble region, and selecting an after-sale service request item for the after-sale service of the confectionery or bakery apparatus from a menu; displays 31, 32, 33 and 34 for searching for the location information of an after-sale service technician and geographical information on the basis of the inputted location information of a store, and displaying a moving path on a map outputted on a renewed screen and an expected arrival time according to the distance of the moving path.
3. The after-sale service method according to claim 1, further comprising the step of displaying pictorial and text data when a trouble region selected from the search items belongs to the basic trouble shooting items.
4. The after-sale service method according to claim 1, further comprising the step of displaying a telephone number of a selected after-sale service technician and the insuring of the confectionery or bakery apparatus against trouble.
5. The after-sale service method according to claim 1, wherein said moving path is indicated in the form of a single-color line.
6. The after-sale service method according to claim 1, further comprising the steps of storing pictorial data for visualizing the regions of the apparatuses according to model names of the confectionery and bakery apparatuses in the relation to the search items, and displaying pictorial data on a screen when a corresponding item is selected from the search items.
PCT/KR2001/000887 2000-05-27 2001-05-26 After sale service method for bakery and confectionery apparatus through internet and device therefor WO2001093177A1 (en)

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KR1020000028816A KR100347291B1 (en) 2000-05-27 2000-05-27 After sale service method of bakery and confectionery apparatus through internet and device therefor

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WO2014015159A1 (en) * 2012-07-19 2014-01-23 Service System Software Llc Computer program, method, and system for in-home service visits
CN117132292A (en) * 2023-09-07 2023-11-28 东莞市俊志制冷设备有限公司 On-line after-sales service system for refrigeration equipment

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WO2014015159A1 (en) * 2012-07-19 2014-01-23 Service System Software Llc Computer program, method, and system for in-home service visits
CN117132292A (en) * 2023-09-07 2023-11-28 东莞市俊志制冷设备有限公司 On-line after-sales service system for refrigeration equipment

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KR100347291B1 (en) 2002-08-07
AU6075901A (en) 2001-12-11

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