WO2020257906A1 - Système et procédé de surveillance d'assistance technique pour équipements - Google Patents

Système et procédé de surveillance d'assistance technique pour équipements Download PDF

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Publication number
WO2020257906A1
WO2020257906A1 PCT/BR2020/050294 BR2020050294W WO2020257906A1 WO 2020257906 A1 WO2020257906 A1 WO 2020257906A1 BR 2020050294 W BR2020050294 W BR 2020050294W WO 2020257906 A1 WO2020257906 A1 WO 2020257906A1
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WO
WIPO (PCT)
Prior art keywords
equipment
entity
assistance
manufacturer
executing
Prior art date
Application number
PCT/BR2020/050294
Other languages
English (en)
Portuguese (pt)
Inventor
Carlos Alberto BENTO COELHO
Original Assignee
Bento Coelho Carlos Alberto
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Bento Coelho Carlos Alberto filed Critical Bento Coelho Carlos Alberto
Publication of WO2020257906A1 publication Critical patent/WO2020257906A1/fr

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Classifications

    • 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
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Definitions

  • the present invention patent describes a system and method of monitoring technical assistance for equipment. More specifically, it comprises a method based on a remote access server that allows interaction between demanding entities, manufacturers and executing entities, with the generation of technical service order for equipment assistance and the monitoring of service provision.
  • the technical assistance process is one of the elements that influences the decision to purchase future equipment and, therefore, it is in the manufacturer's interest to guarantee the equipment user that technical assistance it will be guaranteed in an efficient and agile way, providing tools that bring the applicant to the service closer to the manufacturer, providing a long-term relationship and loyalty.
  • BR 102017002919-0 An example of a system that integrates a remote monitoring computer program, based on a Web application, with biomedical equipment and / or various sensors in a hospital environment, so that technical assistance can diagnose problems remotely, is described in BR 102017002919-0.
  • the integration occurs through a device called a concentrator, which is capable of receiving information, by analogue and digital means and being coupled to several equipment simultaneously. It aims to solve the problem that arises from the lack of remote diagnosis for the maintenance of equipment by technical assistance companies.
  • the system prevents a large number of equipment from being left unused due to lack of maintenance and from returning it because of simple problems or because users use it improperly (incorrect installation, mishandling, lack of training, among others) .
  • US 8804941 describes a hybrid customer support model for providing remote online support service in conjunction with on-site support service.
  • a local technician provides on-site support service for a device in an installation for a predetermined period of time.
  • On-site support by the local technician may be limited to a subset of tasks to resolve a problem with the device or otherwise be limited to applying a subset or scope of skills to resolve the problem.
  • the local coach has a first type of skill out of a plurality of skills. The local technician identifies a problem with the device and sends the problem to a centralized service.
  • the centralized service receives an identification of the problem - the resolution of which may include a plurality of tasks. In one embodiment, each of the various tasks is performed by one or more remote technicians having a type of skill corresponding to the task.
  • a resource pool is managed through the centralized service to support the flow of information in the hybrid model. The centralized service tracks service information and results.
  • US 8126457 describes a telecommunications system, comprising at least one base station connected to a telecommunications network, a plurality of subscriber stations, each cooperating with the base station to establish a connection between a user device operatively connected subscriber station and the telecommunications network.
  • the base station is also connected to a subscriber database to maintain subscriber records that contain service provisioning information, resources and account information and an operable interactive response system to create and modify a subscriber record at the bank subscriber data in response to the incoming input. Connecting a subscriber using the user's device to select services, features and account information for the subscriber station.
  • the object of the present invention patent is a technical assistance monitoring system and method for equipment that associates and generates channels of interaction between customer, manufacturer and technicians to provide technical assistance service at the equipment installation site. , or the product can be taken to the technical assistance directed by the system.
  • the invention describes a system and method of monitoring technical assistance for equipment that allows the customer to monitor the status of the service order requested.
  • the invention describes a system and method of technical assistance monitoring for equipment that allows detecting terminals for maintenance through recognition by NFC, QR code, RFID or bar code and any other type of chip (Tag) near or long field, used to encode or decode.
  • NFC NFC
  • QR code QR code
  • RFID RFID
  • bar code any other type of chip
  • the invention describes a technical assistance monitoring system and method for equipment that allows the customer to obtain the location of technicians closest to the installation site of the terminal to be maintained and to establish contact with the chosen technician.
  • the invention describes a system and method of monitoring technical assistance for equipment that stores the call history and interventions performed at the terminal.
  • the invention describes a system and method of monitoring technical assistance for equipment that allows the technician to access terminal information to be maintained when accepting the user's request.
  • the invention describes a system and method of monitoring technical assistance for equipment that allows the user and technician to be evaluated.
  • the invention describes a technical assistance monitoring system and method for equipment that provides managerial and statistical reports for the user and the technician.
  • the invention describes a system and method of monitoring technical assistance for equipment, which will be used the chip model (Tag) (type of encoder / decoder of near field communication), which will be implanted in a fixed point of the automotive (trucks, automobiles, motorcycles, airplanes, nautical equipment, etc.), where all relevant information is stored and can be monitor preventive maintenance such as oil change, engine belts, etc., or corrective maintenance, for example, electrical mechanical breakdowns, which can trigger a winch through the system, in addition to monitoring expiration of documents such as CNH, licensing, insurance policy, among others.
  • Tag chip model
  • Help Peak through the application itself the user can ask for a little help (like a flat tire). Someone who also has the system on record will be asked if the user would like to be part of Help Peak.
  • the monitoring system for preventive and corrective assistance for machines, equipment and automobiles includes the online platform that works around the profiles of each user and each product.
  • This system can be implemented directly in the manufacturing industry, where machines and equipment or automobiles receive a Tag (encoder / decoder) NFC chips, RFID (Radio Frequency Identification), QR headquarters, bar code, among others.
  • Tag encoder / decoder
  • RFID Radio Frequency Identification
  • the user downloads the APP, makes the registration, links the product to your APP.
  • the product already has the Tag, the information related to it is already stored in another scenario. If the user (customer) purchases a tag for automobiles, the information related to that tag will be supplied by the same.
  • the system has a remote access server that stores a database referring to the registration of customer profiles of the system and products.
  • FIGURE 1 shows the schematic representation of the technical assistance monitoring system for equipment
  • FIGURE 2 shows the flowchart of the method for technical assistance of equipment
  • FIGURE 3 shows the continuation of the flowchart of the method for technical assistance of equipment, initiated in figure 2.
  • Equipment (Eq) comprises a material medium equipped with a set of elements that perform a certain operation, which can be, for example, a machine, a device, a terminal, a tool, or similar;
  • E) Electronic device of the entities (d) - electronic device (tablet, laptop, cell phone) with an Internet connection that allows remote access with the online platform for interactions.
  • the technical assistance monitoring system for equipment, object of the present invention patent includes an online platform that works around user profiles generically defined in this document as a requesting entity (ED), a manufacturer entity (EF) and executing entity (EE), said entities (ED, EF and EE) that perform interactions through the channels provided by the online platform.
  • ED requesting entity
  • EF manufacturer entity
  • EE executing entity
  • the online platform includes a remote access server that stores a database referring to the registration of the profiles of the system entities and a computer-readable storage medium configured to store instructions that, when executed by the processor, cause that the processor establishes a connection with the electronic device (d) of the entities involved to generate an interaction and a service order (OS) of technical assistance for an equipment (Eq) issued by the manufacturer (EF) to an executing entity (EE) ).
  • a remote access server that stores a database referring to the registration of the profiles of the system entities and a computer-readable storage medium configured to store instructions that, when executed by the processor, cause that the processor establishes a connection with the electronic device (d) of the entities involved to generate an interaction and a service order (OS) of technical assistance for an equipment (Eq) issued by the manufacturer (EF) to an executing entity (EE) ).
  • the method of monitoring technical assistance for equipment is effective by creating a specific profile - applicant entity (ED), manufacturer entity (EF) or executing entity (EE), with access to the online platform password.
  • the registration of each entity in a specific profile implies the registration of data in a database stored on the remote server, including registration information, such as name, e-mail address, address, zip code, CPF, photo, telephones, among others.
  • the equipment record (Eq) is registered by the requesting entity (ED) by means of technical equipment data, stored in a database on the remote server.
  • the data to be informed comprise invoice data, warranty data, equipment model, details of parts and / or inputs, among others, said equipment records (Eq) associated with an electronic tag (et) attached to the equipment (Eq) ).
  • the electronic tag (et) stores data that is automatically captured by an electronic device (d), using technology QR code, RFID, bar code or similar.
  • the interactions between the applicant entity (ED) and the manufacturer entity (EF) occur through a technical assistance request channel, where the applicant entity (ED) requests, through the online platform, a service for a specific equipment (Eq) identified on the platform by reading the electronic tag (et) displayed on the equipment (Eq) through the electronic device (d) of the applicant (ED).
  • a technical assistance request channel where the applicant entity (ED) requests, through the online platform, a service for a specific equipment (Eq) identified on the platform by reading the electronic tag (et) displayed on the equipment (Eq) through the electronic device (d) of the applicant (ED).
  • the processor receives the data sent remotely by the electronic device (d) of the applicant (ED) and associates this data to the profile of the applicant (ED) and to the equipment database (Eq) associated with that applicant (ED) ). Being verified that the equipment (Eq) is associated with the entity's profile plaintiff (ED), the processor sends a command to the electronic device (d) of the manufacturer (EF) for approval of technical assistance. With the acceptance of the manufacturer entity (EF), the processor sends a command to executing entities (EE) registered on the online platform and that relate to that manufacturer entity (EF) for the request of assistance of technical assistance.
  • the processor activates the executing entities (EE) closest geographically to the applicant (ED).
  • the generation of the request for assistance of technical assistance can generate a list of executing entities (EE) in the electronic device of the applicant (ED) for your selection.
  • the executing entity (EE) receives an alert on his electronic device (d) of the generation of technical assistance, being able to accept or not the demand for service.
  • the platform informs the applicant entity (ED) of the fulfillment of the request, providing the profile of the applicant entity (ED) and the executing entity (EE) with the data equipment (Eq) registered on the online platform.
  • the manufacturer entity monitors the fulfillment of the request for technical assistance and eventual exchanges of messages between the entities, through the online platform. line.
  • the geographical displacement of the executing entity (EE) is accompanied by the applicant entity (ED) and the manufacturer entity (EF), through the platform interface available on the electronic device.
  • the executing entity (EE) brings its device (d) close to the electronic tag (et) of the equipment (Eq) to authenticate the start of the assistance event technique, repeating the same procedure to end the service, in order to calculate the hours allocated to technical assistance.
  • the attendance data generated from the reading of the electronic tag by the electronic device (d) of the executing entity (EE) are sent to the processor, being related to a service report where the executing entity (EE) informs the type of problem verified, service status (partially solved, totally or not possible to be performed), parts exchanged, among others.
  • the execution report of the executing entity (EE) can be accessed by the applicant entity (ED) and the manufacturer entity (EF) for the generation of management reports.
  • the availability of the service report by the executing entity (EE) generates a credit for the executing entity (EE) to be sent to the applicant entity (ED) and / or the manufacturer entity (EF), as previously scheduled, as well as alerts on the devices (d) of the entities involved (ED, EE and EF) to carry out evaluations.
  • the service report generated is associated with the equipment database (Eq) stored in the processor of the online platform, constituting a historical document.

Abstract

L'invention concerne un système de surveillance d'assistance technique pour équipements, comprenant une plateforme en ligne qui fonctionne avec des profils d'utilisateurs définis comme entité demandeur (ED), entité fabricant (EF) et entité exécutant (EE), lesdites entités (ED, EF et EE) réalisant des interactions par l'intermédiaire de canaux fournis par la plateforme en ligne, ladite plateforme en ligne comprenant un serveur d'accès à distance qui stocke une base de données liée au registre des profils des entités du système et un moyen de stockage lisible par ordinateur conçu pour stocker des instructions qui, lors de leur exécution par le processeur, amènent le processeur à établir une connexion avec le dispositif électronique (d) des entités participantes en vue de générer une interaction et un ordre de service (OS) d'assistance technique pour un équipement (Eq) émise par l'entité fabricant (EF) en direction d'une entité exécutant (EE).
PCT/BR2020/050294 2019-06-13 2020-07-30 Système et procédé de surveillance d'assistance technique pour équipements WO2020257906A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
BR1020190121823 2019-06-13
BR102019012182-3A BR102019012182A2 (pt) 2019-06-13 2019-06-13 Sistema e método de monitoramento de assistência técnica para equipamentos

Publications (1)

Publication Number Publication Date
WO2020257906A1 true WO2020257906A1 (fr) 2020-12-30

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PCT/BR2020/050294 WO2020257906A1 (fr) 2019-06-13 2020-07-30 Système et procédé de surveillance d'assistance technique pour équipements

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BR (1) BR102019012182A2 (fr)
WO (1) WO2020257906A1 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN114492995A (zh) * 2022-01-26 2022-05-13 湖南大学 基于动态图卷积网络的联邦学习私家车速度预测方法

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8266066B1 (en) * 2001-09-04 2012-09-11 Accenture Global Services Limited Maintenance, repair and overhaul management
WO2017014952A1 (fr) * 2015-07-21 2017-01-26 Oracle International Corporation Approche multidimensionelle de l'affectation d'agents

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8266066B1 (en) * 2001-09-04 2012-09-11 Accenture Global Services Limited Maintenance, repair and overhaul management
WO2017014952A1 (fr) * 2015-07-21 2017-01-26 Oracle International Corporation Approche multidimensionelle de l'affectation d'agents

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN114492995A (zh) * 2022-01-26 2022-05-13 湖南大学 基于动态图卷积网络的联邦学习私家车速度预测方法

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