JP2004240673A - System and program for estimating repair - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To show estimation information as correct as possible with respect to cost required for repair to a customer and to permit the customer to easily judge whether he or she requests repair or to stop repairing and to buy a new product. <P>SOLUTION: A system is provided with a state input means receiving input of information showing a fault state of a material being an object of repair from a web page for repair estimate service 30, which can be accessed through the Internet, a storage means 20 holding fault diagnosis information for analyzing the fault state of the material, which is inputted by the state input means, a means 13 specifying a part which needs repair in accordance with the fault state of the material by referring to fault diagnosis information and a means 14 which displays the specified part which needs repair, estimates/calculates cost of an exchange component required for repair and cost for dispatch of a person in charge of repair or pickup cost for receiving the material and displays the result. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention provides a repair estimating system and a repair estimating program that can automatically calculate a repair cost and a repairable time when a failure or the like occurs in the equipment or provide information for replacement of the equipment. About.
[0002]
[Prior art]
For example, when a personal computer, a printer, or the like in use breaks down, a dealer or a manufacturer requests repair. At that time, the repair cost and the repair period become problems. Also, based on the result of the estimation of the repair cost, it is often considered whether to request the repair or to stop the repair and buy a new product. Therefore, a customer service window is provided to receive repair quotes and the like by telephone (see Patent Document 1).
[0003]
[Patent Document 1]
JP-A-2002-342509
[0004]
[Problems to be solved by the invention]
By the way, the conventional techniques as described above have the following problems to be solved.
There are many places to decide whether to request repairs or to stop repairs and buy new ones. As a result, it took a long time to repair and the repair fee became expensive, so I regretted it and replaced it without careful consideration, so the usability was different from the conventional equipment and it could not be used well It is not rare.
[0005]
The present invention has been made in view of the above points, and provides the customer with accurate estimation information on the costs associated with the repair as much as possible, and requests the customer to repair or stop the repair and a new product It is an object of the present invention to provide a repair quotation system and a repair quotation program which can indicate various information for facilitating a decision as to whether or not to buy a new one.
[0006]
[Means for Solving the Problems]
The present invention solves the above problem by the following configuration.
<Configuration 1>
A state input means for receiving an input of information indicating a failure state of the equipment to be repaired by a repair estimation service web page made available through the Internet, and a failure state of the equipment input by the state input means Storage means for storing failure diagnosis information for analyzing the error, means for referring to the failure diagnosis information, and specifying a portion requiring repair according to the failure state of the equipment, Means to display the required parts, estimate and calculate the cost of replacement parts required for repair, the dispatch of repair staff or the pickup cost for receiving the above equipment, and display the result And a repair quotation system characterized by the following.
[0007]
Automates the repair quotation process via an internet web page. First, a state input unit for concretely inputting information indicating a failure state is provided on a repair estimation service web page which can be browsed through the Internet. The input state may be singular or plural. For automation, a selection type using a keyboard or a mouse is preferable. For example, a yes-no format or a question-and-answer format may be used. The failure diagnosis information may be information in which a failure state is associated with a location requiring repair. Next, the input state is comprehensively determined based on the failure diagnosis information, and a portion requiring repair is specified. When a portion requiring repair is specified, a replacement part can also be specified. Based on this result, a rough estimate is calculated for the cost of the replacement part and the dispatch cost. By calculating the cost of dispatching a repair person to the customer's location or the pickup cost of receiving the repair target equipment to the customer's location, the total cost required for repair can be estimated. The dispatch cost is a cost for the repair staff to go to the customer's home. The pickup cost is the cost of collecting equipment from a customer's house to a repair shop. The result is output and displayed using a display or a printer. You can easily estimate the total repair cost on the spot simply by inputting predetermined information on a web page.
[0008]
<Configuration 2>
The repair estimation system according to Configuration 1, further comprising means for calculating whether or not the replacement part is in stock and a repair schedule, and displaying a result of the calculation.
[0009]
For customers, the repair schedule, as well as the total repair cost, is a key concern. At the same time as estimating the repair cost, the database is searched to determine whether the corresponding replacement part is in stock. If there is no stock, it is determined when the replacement part will arrive, and the repair visit schedule is calculated. Only when there is stock will the repair schedule be determined. Even if stock is available, a repair schedule cannot be set up unless the schedule of the repair staff meets. Therefore, the repair schedule is calculated in consideration of the relationship between the two. Thus, the cost of the replacement part, the dispatch cost, the presence or absence of the stock of the replacement part, and the repair visit schedule are calculated, and the specific schedule until the completion of the repair is output. For example, in order for a repair staff to go to a customer's house for repair, a schedule adjustment is necessary. On the other hand, if the equipment is collected from the customer's home to the repair shop, the repair can be performed in a relatively short time and in a substantially constant period. By comparing and displaying these results, a repair method that satisfies the customer can be selected.
[0010]
<Configuration 3>
In the repair estimation system described in the configuration 1, the customer code input means for receiving the input of the customer code, and the repair is required based on the configuration of the equipment to be repaired and the past repair history from the input customer code. A repair quotation system, comprising: means for specifying a part to be repaired.
[0011]
If user registration has been made for the equipment to be repaired, more accurate selection of a repair method and identification of a failed part can be performed by using the information. For example, the warranty period may be different for each device or each part, so that information is important.
[0012]
<Configuration 4>
The repair estimation system according to the third aspect is characterized in that a means is provided for comparing the contents of a customer's maintenance contract with a part requiring repair, and estimating and calculating the cost of replacement parts and the dispatch cost. Repair quote system.
[0013]
If the customer has a maintenance contract, the contents of the contract are automatically reflected in the repair quote. It is difficult for the customer to know whether the contract contents are complicated or whether the maintenance contract is applied, and thus the customer service is enhanced.
[0014]
<Configuration 5>
In the repair estimation system according to Configuration 1, means for receiving an input of a use environment of the equipment to be repaired, means for searching for a suitable equipment for replacement that operates in a use environment similar to the above use environment, A repair estimation system comprising means for comparing and displaying repair costs and replacement costs.
[0015]
We provide a service that provides information that allows not only estimation of failure repair but also consideration of replacement. The type of equipment suitable for replacement is limited depending on the use environment of the equipment that has failed. If this can be automatically determined and an appropriate model selection can be presented, customer satisfaction will increase. Not only the same usage environment but also similar usage environments are subject to comparison and judgment, and the range of model selection is expanded. At the same time, the repair cost and the replacement cost are calculated and displayed. By comparing and displaying the repair cost and the replacement cost, the customer can select an optimal method.
[0016]
<Configuration 6>
In the repair estimation system according to the third aspect, a means for receiving an input of a result of selecting one of a repair method and a replacement method and, when repair is selected, a repair guide based on the result of the repair estimate calculation. And a means for issuing a product purchase guide when replacement is selected.
[0017]
Not only the repair quotation process, but also automatically issues a repair visit guide to the customer and a repair visit request to the repair technician. Further, when there is a request for replacement, a purchase guide for an optimum product is automatically issued. This allows customers to quickly select the most satisfying solution and make final decisions on the fly.
[0018]
<Configuration 7>
In the repair estimation system according to the third aspect, a means for accepting an input of a result of selecting one of repair and replacement, a purchase guide for a product when replacement is selected, and use of the input failure equipment A repair quotation system comprising means for comparing the environment with an optimum use environment required by the replacement equipment, and issuing a guide for a method of changing the use environment of the equipment after replacement.
[0019]
The replacement equipment does not always operate in exactly the same environment as before, and the environment is not always optimal. Therefore, by comparing the input usage environment of the malfunctioning equipment with the optimal usage environment required by the replacement equipment, and issuing a guide on how to change the usage environment of the equipment by presenting the difference, etc., Service to customers can be improved. In addition, replacement can be considered in consideration of the cost and labor of changing the use environment, so that repair and replacement can be more accurately selected.
[0020]
<Configuration 8>
A process for accepting an input of a failure state of a device to be repaired on a web page for a repair estimation service made available through the Internet, and a process for analyzing the failure state of the device input by the state input means. A process of retaining the failure diagnosis information, a process of referring to the failure diagnosis information, and identifying a portion requiring repair according to the failure state of the device, and the identified repair required A repair estimation program for displaying a location, estimating and calculating the cost of a replacement part required for repair, and the dispatch or pickup cost, and displaying the result on a computer.
[0021]
It is an invention of a computer program for realizing the system of configuration 1.
[0022]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described using specific examples.
FIG. 1 is a block diagram showing a specific example of a repair estimation system.
This system automatically makes a repair estimate for a failure or the like on a website. For example, when the print image is disturbed in the paper discharge direction (sub-scanning direction) of the printer, there is a high possibility that the print head and the paper transport system are abnormal. Further, when there is disturbance in the main scanning direction, there is a high possibility that the drive system of the print head has an abnormality. Such a failure determination is frequently used in various existing systems.
[0023]
The server 10 operates this website. The server 10 is connected to the Internet 1 and is configured to be accessible from a customer terminal 11 via the Internet 1. The server 10 is provided with a storage device 20. The repair quote service web page 30 stored here provides this service.
[0024]
The server 10 includes a failure diagnosis unit 13, a cost estimation unit 14, a repair schedule calculation unit 15, a replacement equipment selection unit 16, and a guidance generation unit 17 for repair estimation processing and the like. Each of these means is composed of a computer program that causes a computer of the server 10 to execute a predetermined process. Note that these are computer programs that operate integrally with the repair estimation service web page 30, and for example, programs provided by an ASP (application service provider) or the like are suitable.
[0025]
The storage device 20 may be internal to the server 10 or external to the server 10. Further, a storage device such as a management computer connected to the server 10 may be used. Here, a failure diagnosis information database 21, a replacement part price database 22, a parts inventory database 23, a pickup cost database 24, a dispatch cost database 25, a customer database 26, a maintenance contract condition database 27, a product function database 28, and equipment use An environment database 29 and the like are stored.
[0026]
The failure diagnosis information database 21 is a database in which a part requiring repair is selected according to the failure state, and holds failure diagnosis information for analyzing the failure state of the equipment. Any technology that is supported by existing troubleshooting and other utilities may be used as is. The replacement part price database 22 is a database for, when a part requiring repair is found, searching for a replacement part including the part and outputting the price. The parts inventory database 23 is a database that displays the presence or absence of inventory of replacement parts and, if there is no inventory, the schedule of next delivery.
[0027]
The pickup cost database 24 is a database that specifically indicates a fare for picking up equipment to be repaired according to the location of the customer. Therefore, when the location of the customer is input, the pickup cost is output as it is. The dispatch cost database 25 is a database indicating personnel costs when a technical staff is dispatched from a service center closest to the customer's location. This is also aggregated for all regions where customer service is available. The customer database 26 records the name, serial number, and other information of the equipment purchased and used by the customer using the customer code as a key.
[0028]
Therefore, when the customer code is input, it is possible to determine from the database whether or not the article to be repaired for which the customer is requesting repair is registered. If it is registered, the details of the device are included in the database, so that the diagnosis of the fault location can be performed very specifically. Further, the repair history is also included in the customer database 26. As a result, if there is a record of performing a repair once, a failure diagnosis can be performed in consideration of the state. The maintenance contract condition database 27 displays the contents of a customer who has a maintenance contract. If a maintenance contract exists, certain repair services will be free or reduced. This is a display of this content. This is used for estimating repair costs.
[0029]
The product function database 28 displays the functions of the item to be repaired, and is used, for example, to search for a replacement device having a function equivalent to the function when replacing the item to be repaired. The equipment use environment database 29 displays the optimum use environment of the article to be repaired and the equipment selected for replacement. By using this database, if a replacement is necessary, provide customers with guidance on what parts should be changed and how to use the new equipment under optimal conditions. Becomes possible.
[0030]
The failure diagnosis means 13 has a function of using the above-described failure diagnosis information database 21 to specify a part requiring repair based on the failure state of the equipment input by the customer and to determine a replacement part. The cost estimating means 14 has a function of acquiring the price of the replacement part determined by the failure diagnosis means 13 from the replacement part price database 22 and further using the pickup cost database 24 and the dispatch cost database 25 to calculate a repair cost. Have. The repair schedule calculating means 15 checks the parts inventory with reference to the parts inventory database 23, determines what the repair schedule will be in the case where the parts are in stock, and if not, calculates the repair schedule and picks up the parts. It has a function to calculate the repair schedule in case of dispatch or dispatch.
[0031]
The replacement equipment selection means 16 refers to the function of the repair target item using the product function database 28, selects a replacement equipment candidate having the same function, and further refers to the equipment usage environment database 29 to determine the usage environment. It has a function to check the changed part of. The guide generation unit 17 edits the calculation results of the failure diagnosis unit 13, the cost estimation unit 14, the repair schedule calculation unit 15, the replacement equipment selection unit 16, and the like, generates a predetermined guidance screen, and displays this on the web. It has a function of displaying a page and displaying it on the terminal device 11 or the like.
[0032]
FIG. 2A shows an initial display screen 40 of the repair estimation service web page 30 displayed when the terminal device 11 shown in FIG. 1 requests a repair estimate. The screen 40 is provided with a text box 41 for inputting a customer code. If the customer code is not known or the customer is not registered, there is no need to enter the code here. The drop-down list 42 is for selecting and inputting a product to be repaired. This may consist of various forms of list boxes, etc., so that the item to be repaired can be selected and entered as easily as possible. The repair estimation service web page 30 is a state input unit that receives input of information indicating a failure state of the equipment to be repaired.
[0033]
The button 43 is a button that is clicked when inputting the failure state of the repair target item. When this button is clicked, a screen as shown in FIG. 2B is displayed. The button 44 is a button for inputting a use environment. When this button is clicked, if the item to be repaired is a printer, for example, whether the environment to which the printer is connected is a personal computer or a local area network, the version of the driver that drives the printer, etc. Displays a screen for requesting various inputs of information that can be input.
[0034]
The button 45 is clicked when displaying the estimation result of the repair cost. The button 46 is clicked when requesting repair as a result of the repair estimate. When this button is clicked, a confirmation message or the like is displayed, and a repair guide or the like is notified to the customer by e-mail. The button 47 is clicked to place a replacement order. When this button is clicked, a confirmation message is displayed and an e-mail for order confirmation is transmitted to the customer.
[0035]
The screen 50 shown in FIG. 2B is for freely selecting and inputting a failure state. Here, only a part is illustrated. By using the drop-down lists 51 and 52, for example, in the case of a printer, a state such as a failure in a print image and a failure in paper conveyance is input. Further, as in the case of the screen 53, not only words but also pictures showing specific symptoms can be selected. Here, specific examples of the plan view of the printing paper and the state of the image actually printed in the transport direction are arranged.
[0036]
Click on one of them to select it. When a specific failure state is input in this way, the failure diagnosis means 13 shown in FIG. 1 searches the failure diagnosis information database 21 and outputs a determination that the transport unit is defective as a corresponding failure. In this case, the transport unit itself becomes a replacement part. The part code of the replacement part is acquired from the failure diagnosis information database 21 and the cost is estimated using this.
[0037]
FIG. 3 is an explanatory diagram of a screen 60 displaying a specific repair estimation result.
On this screen 60, the diagnosis result is displayed in the first message 51. That is, for example, the result that "the transport unit needs to be replaced" is displayed. Further, the result of searching the parts inventory database 23 is displayed by the next message 52. Here, the content is "there is enough parts in stock." If there is no stock, for example, a message such as "Parts are not in stock. Order will be made in one week. Therefore, the repair schedule will be as follows."
[0038]
The message 53 displays a repair schedule for each specific repair method. A is a case of on-site repair, and B is a case of pickup repair. In the case of pickup repair, the date of pickup and the date of completion of repair and delivery of the repaired product from the factory are displayed. The next message 54 indicates the repair cost. This is the sum of the parts cost and the specific service cost. Both the case of repairing by the method A and the case of repairing by the method B are displayed. The message 55 indicates comparison information in the case of replacement.
[0039]
Here, for example, if the product is ordered today instead of requesting the model name of an equivalent printer, its price, and repair, the information indicates when the product will be delivered. In addition, a message 56 is displayed below this. Here, information such as how the use environment is changed in the case of replacement by purchase is provided. For example, the printer driver is exchanged, and information indicating that the printer cable has been connected to the parallel port but is now connected to the USB terminal is displayed.
[0040]
By looking at this screen 60, the customer can clearly understand that all the repairs are requested when the currently used printer is out of order, how much it costs, and when the repairs are completed. In addition, since the repair schedule, which takes into account the parts inventory and the actual schedule of the repair staff, is displayed on the spot, it is possible to determine immediately whether to request repair or how to request repair. be able to.
In addition, it is possible to make a specific judgment by comparing the schedule and the cost in the case of replacement and the case of requesting repair. Further, when replacement is performed, the use environment changes, and information is also provided as to whether or not a problem occurs, so that trouble after replacement can be prevented.
[0041]
When the customer looks at this screen and clicks the button 46 or 47 on the screen 40 shown in FIG. 2, the order for repair or replacement is confirmed on the spot. When a repair order is confirmed, the customer is notified of the repair, and the failure status information, usage environment information, and failure diagnosis results entered by the customer are forwarded to the service technician as a report. , Can enable speedy repair service.
Further, the result of the cost estimation or the like can be used as print data of the bill as it is, and the serviceman can bring it when visiting the customer.
[0042]
FIG. 4 is a specific operation flowchart of the system shown in FIG.
First, the customer operates the terminal device 11, accesses the server 10, and inputs the URL of the repair estimation service web page 30. As a result, a repair estimation service screen is displayed in step S1. In step S2, a customer code is acquired using the screen 40 shown in FIG. If the customer code cannot be obtained, the process jumps to step S4. If the customer code can be obtained, in step S3, the customer database 26 is searched to obtain the name of the product to be repaired or the product code.
[0043]
Next, it is determined whether or not the repair target product name has been selected. It waits in this state until the name of the article to be repaired is selected. When the name of the item to be repaired is obtained, it is determined in the next step S5 whether a failure state has been obtained. When the failure state is obtained, the process proceeds to step S6. In step S6, the failure diagnosis means 13 searches the failure diagnosis information database 21 and specifies a failure location. Step S7 is a process of determining whether or not a failure location has been identified. If the failure location cannot be specified, the process returns to step S5, and an inquiry is made to acquire another failure state. When the failure location can be specified, the process proceeds to step S8, and the failure diagnosis unit 13 determines a replacement part corresponding to the failure location.
[0044]
This executes an arithmetic process using the failure diagnosis information database 21 and the replacement part price database 22 and the like. In step S9, the cost estimating means 14 calculates a repair cost. In step S10, the repair schedule calculating means 15 performs a repair schedule calculation process. Then, in step S11, the replacement equipment selection means 16 acquires replacement equipment information in the manner already described. Thereafter, in step S12, a guidance message as shown in FIG. 3 is generated, and the content is displayed on the terminal device 11 in step S13.
[0045]
FIG. 5A is a flowchart of a specific process when a customer code is input.
This is specifically performed in step S3 of FIG.
First, in step S21, the customer database 26 is searched. Then, in a step S22, it is determined whether or not the same product as the repair target product is registered. If no registration is made, the processing is interrupted because customer information cannot be used. If the repair target product has been registered, the process proceeds to step S23, where the history of the repair and the environmental information are extracted. If detailed information such as replaced parts and their use environment has already been input at the repair stage, this is used for failure diagnosis and the like.
[0046]
That is, in step S24, the extracted data is edited so as to be added to the failure diagnosis condition, and is passed to the failure diagnosis means 13. In step S25, it is determined whether there is a maintenance contract. If it is determined that there is a maintenance contract, the process proceeds to step S26, and the mode is set to a customer handling mode. As a result, when a repair target is specified later, a mode is set in which it is determined whether or not this is covered by a maintenance contract. If there is no maintenance contract, the process is terminated.
[0047]
FIG. 5B shows an example of a process for calculating the repair cost in the customer handling mode.
First, when a failure location is specified in step S31, it is determined in step S32 whether or not a customer handling mode is set. If the mode is not the customer handling mode, this processing ends. If the mode is the customer handling mode, the process proceeds to step S33, and it is determined whether the failure location is covered by the maintenance contract. If not, the process ends.
[0048]
If so, the process proceeds to step S34, in which the repair schedule is calculated, and the calculation of the repair cost is omitted.
Then, in step S35, a guidance message is generated, and in step S36, the guidance message is displayed. That is, in the case of the customer handling mode, the processing after step S8 shown in FIG. 4 is changed to the processing after step S31 in FIG. In this way, a customer who has signed a maintenance contract will unconditionally present a repair schedule or the like and immediately go to repair.
[0049]
FIG. 6A is a specific development of the repair cost calculation process in step S9 of FIG. First, in step S41, the replacement part price database is searched to determine the price of the replacement part. Further, in step S42, the dispatch cost database 25 is searched to find the price of the dispatch cost. Further, in step S43, the pickup cost database 24 is searched, and the price of the pickup cost is searched. Thus, all of these costs are determined and displayed in the message.
[0050]
FIG. 6B shows a specific operation for calculating the repair schedule shown in step S10 of FIG. First, in step S51, a stock search for replacement parts is performed with reference to the parts stock database 23. Here, it is determined whether or not there is a stock in step S52. If there is stock, the process proceeds to step S53, and a retrieval date is searched. Then, a storage date is acquired, and in step S54, a repair schedule is checked. Thereafter, in step S55, a repair schedule is calculated, and in step S56, a guidance display message is generated. If there is no stock, the process jumps from step S52 to step S54, and the retrieval of the storage date can be omitted. As described above, the repair schedule is calculated based on the stock of the replacement parts and the specific schedule of the repair staff, and therefore, the reliability is high, the customer is accepted as it is, and the customer service can be improved. .
[0051]
FIG. 7 is a processing flowchart for acquiring information on replacement equipment.
First, in step S61, environmental information of repaired equipment is acquired based on the usage environment input by the customer, the usage environment acquired from the customer information, and the like. Further, in step S62, the product function database 28 is searched to acquire the function information of the repair equipment. Further, in step S63, a product having the same function as the repair equipment is searched. In step S64, the product price is also acquired. The product price may be incorporated in the product function database 28 or may be obtained from another database.
[0052]
Then, in step S65, differences between the use environments of the repair equipment and the replacement equipment are extracted. In the next step S66, a message indicating a change in the use environment when the replacement equipment is adopted is generated. Then, in step S67, a stock search for products of the replacement equipment is performed. If it is determined in step S68 that there is no stock, a retrieval date is searched for in step S69. If there is a stock, this process is omitted and the process proceeds to step S70. In step S70, a shipping schedule is calculated, and in step S71, the guidance message is edited. The output result is as shown in messages 55 and 56 in FIG. By doing the above, the customer will be given all necessary information, such as the cost of replacing the product and the replacement environment, the installation environment of the product, or when the product will be available when the product is replaced. Present and assist in making decisions.
[0053]
FIG. 8 is a flowchart illustrating a process performed in accordance with a customer operation after displaying a diagnosis result, a repair method, a repair cost, or an estimate of replacement.
First, in step S71, a button 46 provided on the screen 40 of FIG. 2 is clicked to determine whether a repair order has been placed. When a repair order is placed, a repair guide is issued in step S72, and the repair department is notified of the fact. Both the repair guidance and the notification to the repair department may include all possible information obtained by using the web page 30 so that the information can be used for smooth repair.
[0054]
In FIG. 6B, even when there is no stock of replacement parts, the storage date is searched and the repair schedule is calculated based on the storage date. However, there are cases where the storage date is undetermined. In this case, the process from step S73 is executed. That is, when the storage of the replacement part is undecided, the process proceeds to step S74, and the delivery date inquiry processing of the replacement part is executed. This delivery date inquiry process is performed for the supplier of the replacement part. Then, at the same time when the delivery date is acquired, in step S75, a replacement part is ordered. After the delivery date of the replacement part is clarified in this way, a repair schedule is calculated in step S76, and a notice of the repair schedule is sent out in step S77. That is, at the stage when the repair was ordered, the repair schedule was unknown in this example. Therefore, the repair schedule is calculated, and the customer is notified of the repair schedule again.
[0055]
When the button 47 shown in FIG. 2 is clicked and a replacement order is made, the process proceeds from step S78 to step S79, and a replacement guide is issued. Further, the process proceeds to step S80, where the replacement section is notified to the shipping department. As described above, a rich customer service is possible, such as presenting the diagnosis results and repair costs to the customer, and also showing the replacement method, and immediately arranging when the customer selects the most desired one. become.
[0056]
The above-described computer programs may be configured by combining independent program modules, or may be configured by an integrated program as a whole. All or some of the processes controlled by the computer program may be configured by hardware having equivalent functions. Further, the above-described computer program may be used by being incorporated into an existing application program. The computer program for realizing the present invention as described above can be recorded on a computer-readable recording medium such as a CD-ROM, and installed and used in an arbitrary information processing apparatus. In addition, it can be downloaded and used in the memory of any computer through a network.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a specific example of a repair estimation system.
FIG. 2 is an explanatory diagram of a repair estimation service web page.
FIG. 3 is an explanatory diagram of a screen displaying a specific repair estimation result.
FIG. 4 is a specific operation flowchart of the system shown in FIG. 1;
FIG. 5 is a flowchart showing a specific example of processing when a customer code is input.
FIG. 6 is a specific operation flowchart of the system shown in FIG. 4;
FIG. 7 is a flowchart showing processing of information on replacement equipment.
FIG. 8 is a flowchart showing processing performed in accordance with a customer operation.
[Explanation of symbols]
Reference Signs List 1 network, 10 server, 11 terminal device, 13 failure diagnosis means, 14 cost estimation means, 15 repair schedule calculation means, 16 replacement equipment selection means, 17 guidance generation means, 20 storage device, 21 failure diagnosis information database, 22 replacement parts Price database, 23 parts inventory database, 24 pickup cost database, 25 dispatch cost database, 26 customer database, 27 maintenance contract condition database, 28 product function database, 29 equipment usage environment database, 30 repair estimation service web page

Claims (8)

State input means for receiving input of information indicating a failure state of the equipment to be repaired by a repair estimation service web page made available via the Internet;
Storage means for holding failure diagnosis information for analyzing the failure state of the equipment input by the state input means,
Means for referring to the failure diagnosis information and identifying a location where repair is required according to the failure state of the equipment,
In addition to indicating the location where the specified repair is required, the cost of replacement parts required for repair and the dispatch of a repairman or the pickup cost for receiving the equipment are estimated and calculated, and the cost is calculated. And a means for displaying the result. In the repair estimation system according to claim 1,
Means for calculating the availability of the replacement parts and the repair schedule, and displaying the result of the calculation. In the repair estimation system according to claim 1,
Customer code input means for receiving input of a customer code;
A repair quotation system comprising: a means for specifying a portion requiring repair based on the configuration of the equipment to be repaired and a past repair history from the input customer code. In the repair estimation system according to claim 3,
A repair estimating system comprising means for comparing the contents of a customer's maintenance contract with a part requiring repair, and estimating and calculating the cost of replacement parts and the dispatch cost. In the repair estimation system according to claim 1,
A means for receiving an input of a use environment of the equipment to be repaired;
Means for searching for equipment suitable for replacement that operates in a usage environment similar to the usage environment,
A repair estimation system comprising means for comparing and displaying repair costs and replacement costs. In the repair estimation system according to claim 3,
Means for accepting the input of the result of selecting either the repair or replacement method,
Means for issuing a repair guide based on the result of the repair estimate calculation when repair is selected, and a means for issuing a product purchase guide when replacement is selected. system. In the repair estimation system according to claim 3,
Means for accepting the input of the result of selecting either the repair or replacement method,
When a replacement is selected, compare the product purchase guidance, the entered usage environment of the malfunctioning device with the optimal usage environment required by the replacement device, and determine how to change the usage environment of the device after replacement. And a means for issuing guidance. A process of receiving an input of a failure state of a device to be repaired on a repair estimation service web page made available through the Internet,
A process of retaining failure diagnosis information for analyzing the failure state of the equipment input by the state input unit;
With reference to the failure diagnosis information, according to the failure state of the equipment, a process of specifying a location that needs repair,
Displaying the location where the specified repair is required, the cost of the replacement part required for the repair, and the estimated or calculated dispatch or pickup cost, and processing for displaying the result,
A repair estimation program characterized by being executed by a computer.

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