Repair service and assessment settlement management platform

Abstract

The invention discloses a repair service and assessment settlement management platform, and aims to solve the problems that a current repair service and assessment settlement management platform cannot automatically distribute a maintenance task according to the emergency degree of a fault and the idle state of maintenance personnel, and cannot timely discover hidden dangers and problems in equipment maintenance work. The system comprises a repair work order management unit which is used for establishing, distributing, processing, completing and closing links of a repair work order; and the inspection management module is used for making an inspection plan, checking an inspection record and generating an inspection report. According to the invention, through clear link division and detailed operation specifications, maintenance tasks can be automatically distributed according to the emergency degree of faults and the idle state of maintenance personnel, timely response to user demands is ensured, and work order management not only improves work efficiency, but also improves customer satisfaction and service quality.

Description

Technical Field

[0001] The present invention relates to the technical field of management platforms, and in particular to a repair service and assessment and settlement management platform. Background Art

[0002] The repair management platform can help us manage and solve various repair problems more efficiently. The platform uses the most advanced technology to realize automated repair process, making our work easier and more convenient. The platform has multiple functions, including online submission of repair requests, real-time viewing of repair progress, automatic assignment of repair tasks, automatic notification of maintenance personnel, automatic feedback after repair is completed, etc.

[0003] In the process of realizing the invention, the inventor found that there are at least the following problems in the prior art that have not been solved: during use, the traditional repair service and assessment settlement management platform cannot automatically dispatch maintenance tasks according to the urgency of the fault and the idle status of the maintenance personnel, and cannot timely discover hidden dangers and problems in equipment maintenance work, and the user experience is relatively poor and the quality of maintenance services does not meet the standards. Therefore, it is necessary to design a new technical solution to solve it. Summary of the invention

[0004] The purpose of the present invention is to provide a repair service and assessment and settlement management platform to solve the technical problems that the current repair service and assessment and settlement management platform cannot automatically dispatch maintenance tasks according to the urgency of the fault and the idle status of the maintenance personnel, and cannot promptly discover hidden dangers and problems in equipment maintenance work, and the user experience is relatively poor and the maintenance service quality does not meet the standards.

[0005] To achieve the above-mentioned purpose, the present invention provides the following technical solutions: a repair service and assessment settlement management platform, including a repair work order management unit: used for the creation, allocation, processing, completion and closing of repair work orders;

[0006] Inspection management module: used for making inspection plans, checking inspection records and generating inspection reports;

[0007] Equipment management module: used for detailed management of equipment, including input of equipment information, monitoring of equipment operation status and maintenance history of equipment;

[0008] Customer management module: used to manage basic customer information, including the entry and management of customer units;

[0009] Data analysis and statistics module: used to perform statistical analysis on repair data and generate useful reports to help monitor and improve the quality and efficiency of maintenance work;

[0010] Data transmission and storage module: used to ensure the security of all data transmission and storage;

[0011] Mobile application support module: used by maintenance personnel to use mobile applications to update work orders on site, take photos to record the maintenance process, and communicate directly with owners;

[0012] Repair progress tracking module: used to update and track the repair progress of equipment in real time. Users can check the repair status of the equipment at any time and understand the estimated completion time;

[0013] Repair result feedback module: used to record the repair results after the repair is completed and allow the repairer to confirm whether he is satisfied;

[0014] Data analysis and reporting module: used to generate various statistical reports;

[0015] Equipment file management module: used to record basic information of equipment;

[0016] Work order review and dispatch module: used to automatically review work orders and dispatch orders based on the availability of maintenance personnel to ensure timely completion of maintenance work;

[0017] User rights management module: used to set different access rights according to user roles to ensure the security of sensitive information;

[0018] Automated workflow module: used to define fixed process steps;

[0019] Cost settlement module: used to automatically generate maintenance reports and cost lists;

[0020] Performance statistics module: used to count the number of orders received and completed by maintenance personnel so that managers can conduct performance appraisals;

[0021] User interaction module: used for users to submit repair requests, check repair progress and evaluate repair quality through the platform.

[0022] As a preferred embodiment of the present invention, the main steps of creating, allocating, processing, completing and closing the repair work order are as follows:

[0023] First, work order creation is the starting point of the process. Relevant personnel will create a new work order based on actual needs or problems. The work order usually contains a detailed description of the problem, the time and place of occurrence, and the relevant responsible person information;

[0024] Next is the work order allocation phase. Once a work order is created, the system or management personnel will allocate the work order to the corresponding processing personnel or team according to the preset rules or actual situation. The allocation basis includes the type of problem, the professional skills of the processing personnel and the current workload.

[0025] Then, during the work order processing stage, the processing personnel will investigate, analyze and solve the problem based on the information in the work order, which involves communication with customers or other internal departments, on-site inspections, data analysis, etc. During the processing, the processing personnel need to record all operations and findings for subsequent review and tracing;

[0026] Then, in the work order review phase, managers or quality inspectors will review the processed work orders to confirm whether the problem has been solved, whether the processing process complies with the specifications, and whether the customer is satisfied with the processing results. If problems or deficiencies are found, the reviewers will make suggestions for improvement or request reprocessing.

[0027] The last stage is work order closing. Once the work order passes the review and it is confirmed that the problem has been properly resolved, the work order will be closed. Closing the work order means that the problem handling process has ended, and the relevant personnel can archive it and save it as a historical record. In some cases, the closed work order may also be used for subsequent data analysis or case studies.

[0028] As a preferred implementation mode of the present invention, the generating of various statistical reports includes fault type distribution and maintenance efficiency.

[0029] As a preferred implementation manner of the present invention, the basic information of the recording device includes model, purchase date, and warranty period.

[0030] As a preferred implementation of the present invention, the fixedly defined process steps include approval, scheduling and acceptance.

[0031] As a preferred embodiment of the present invention, the approval: involves the review and approval process of a task or decision. For example, after writing a report, it needs to be submitted to the leader for review or approval, and then submitted to others for further modification;

[0032] Scheduling: refers to arranging the execution order and time of tasks in a workflow, usually involving the start, execution, and end of tasks, ensuring that tasks are carried out according to the predetermined schedule;

[0033] Acceptance: It is a key step at the end of the workflow, used to confirm whether the task is completed as expected. It usually involves checking and confirming the task results to ensure that the task achieves the expected goals.

[0034] As a preferred embodiment of the present invention, the maintenance report in the automatically generated maintenance report and expense list includes maintenance items, maintenance results and information on replaced parts, and the expense list includes material costs and labor costs.

[0035] As a preferred embodiment of the present invention, the specific process for the user to submit a repair request, check the repair progress and evaluate the repair quality through the platform is: the user fills out a repair order (or answers a repair call or WeChat) → the maintenance department sends personnel to conduct on-site inspection → prepare materials → repair → user feedback → quality follow-up.

[0036] As a preferred implementation of the present invention, the settlement content of the fee settlement module includes:

[0037] Fee Settlement Deadline: Each service outlet must send the maintenance fee settlement voucher to the after-sales service center between the 1st and 5th of the month. The after-sales service center should review it by the end of the month and send it back to the technical service department before the end of the month. The technical service department will review it and submit it for approval before the end of the next month.

[0038] Settlement voucher: Settlement voucher includes "Brand Series Product Warranty Settlement Sheet" and valid invoice;

[0039] Settlement process: The Technical Service Department is responsible for the review, settlement and penalty management of the maintenance fee settlement, and the After-sales Service Center is responsible for the preliminary review, delivery and payment of settlement vouchers;

[0040] Settlement ratio: 90% of the orders submitted more than one month will be settled, 80% of the orders submitted more than two months will be settled, 60% of the orders submitted more than three months will be settled, and no settlement will be made for orders submitted more than four months.

[0041] Compared with the prior art, the present invention has the following beneficial effects:

[0042] Through clear link division and detailed operation specifications, the present invention can automatically dispatch maintenance tasks according to the urgency of the fault and the idle status of the maintenance personnel, ensuring timely response to user needs. Work order management not only improves work efficiency, but also improves customer satisfaction and service quality;

[0043] Through the assessment system, hidden dangers and problems in equipment maintenance work can be discovered in time, and corresponding measures can be taken to repair and improve them to ensure the normal operation of the equipment and avoid production delays and economic losses caused by equipment failures;

[0044] In addition, the service attitude and professional level of maintenance personnel are evaluated, deficiencies are identified, and training and improvement suggestions are provided to further improve service quality and user satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0045] Other features, objects and advantages of the present invention will become more apparent from the detailed description of non-limiting embodiments made with reference to the following drawings:

[0046] Figure 1 It is a flow chart of the present invention. DETAILED DESCRIPTION

[0047] The technical solutions in the embodiments of the present invention will be described clearly and completely below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, rather than all the embodiments.

[0048] Example 1: A repair service and assessment settlement management platform, see Figure 1 , including the repair work order management unit: used for the creation, allocation, processing, completion and closing of repair work orders;

[0049] Inspection management module: used for making inspection plans, checking inspection records and generating inspection reports;

[0050] Equipment management module: used for detailed management of equipment, including input of equipment information, monitoring of equipment operation status and maintenance history of equipment;

[0051] Customer management module: used to manage basic customer information, including the entry and management of customer units;

[0052] Data analysis and statistics module: used to perform statistical analysis on repair data and generate useful reports to help monitor and improve the quality and efficiency of maintenance work;

[0053] Data transmission and storage module: used to ensure the security of all data transmission and storage;

[0054] Mobile application support module: used by maintenance personnel to use mobile applications to update work orders on site, take photos to record the maintenance process, and communicate directly with owners;

[0055] Repair progress tracking module: used to update and track the repair progress of equipment in real time. Users can check the repair status of the equipment at any time and understand the estimated completion time;

[0056] Repair result feedback module: used to record the repair results after the repair is completed and allow the repairer to confirm whether he is satisfied;

[0057] Data analysis and reporting module: used to generate various statistical reports;

[0058] Equipment file management module: used to record basic information of equipment;

[0059] Work order review and dispatch module: used to automatically review work orders and dispatch orders based on the availability of maintenance personnel to ensure timely completion of maintenance work;

[0060] User rights management module: used to set different access rights according to user roles to ensure the security of sensitive information;

[0061] Automated workflow module: used to define fixed process steps;

[0062] Cost settlement module: used to automatically generate maintenance reports and cost lists;

[0063] Performance statistics module: used to count the number of orders received and completed by maintenance personnel so that managers can conduct performance appraisals;

[0064] User interaction module: used for users to submit repair requests, check repair progress and evaluate repair quality through the platform.

[0065] Specifically, the main steps of creating, allocating, processing, completing and closing the repair work order are as follows:

[0066] First, work order creation is the starting point of the process. Relevant personnel will create a new work order based on actual needs or problems. The work order usually contains a detailed description of the problem, the time and place of occurrence, and the relevant responsible person information. For example, in the field of customer service, when a customer makes a service request or complaint through phone, email or online platform, the customer service staff will create a work order based on this information;

[0067] Next is the work order allocation phase. Once a work order is created, the system or management personnel will allocate the work order to the corresponding processing personnel or team according to the preset rules or actual situation. The basis for allocation includes the type of problem, the professional skills of the processing personnel and the current workload. For example, in the IT support department, a work order about a software failure may be allocated to the technical support team responsible for the software.

[0068] Then, during the work order processing stage, the processing personnel will investigate, analyze and solve the problem based on the information in the work order, and this involves communication with customers or other internal departments, on-site inspections, data analysis, etc. During the processing, the processing personnel need to record all operations and findings for subsequent review and traceability. For example, in maintenance services, technicians will go to the site to inspect the equipment, diagnose the problem, and perform necessary repairs or replace parts;

[0069] Then, in the work order review phase, managers or quality inspectors will review the processed work orders to confirm whether the problem has been solved, whether the processing process complies with the specifications, and whether the customer is satisfied with the processing results. If problems or deficiencies are found, the reviewers will make suggestions for improvement or request reprocessing. For example, in customer service, quality inspectors may ask customers about service satisfaction through telephone calls or questionnaires, and evaluate the work performance of customer service staff accordingly.

[0070] The last step is to close the work order. Once the work order passes the review and it is confirmed that the problem has been properly resolved, the work order will be closed. Closing the work order means that the problem handling process has ended, and the relevant personnel can archive it and keep it as a historical record. In some cases, closed work orders may also be used for subsequent data analysis or case studies. For example, in the manufacturing industry, analyzing closed maintenance work orders can help companies identify common failure modes of equipment, thereby optimizing maintenance plans and improving equipment reliability.

[0071] Furthermore, the generated various statistical reports include fault type distribution and maintenance efficiency.

[0072] Furthermore, the basic information of the recording device includes model, purchase date, and warranty period.

[0073] Furthermore, the defined fixed process steps include approval, scheduling and acceptance.

[0074] It is worth noting that the approval mentioned above involves the review and approval process of a task or decision. For example, after writing a report, it needs to be submitted to the leader for review or approval, and then submitted to others for further modification.

[0075] Scheduling: refers to arranging the execution order and time of tasks in a workflow, usually involving the start, execution, and end of tasks, ensuring that tasks are carried out according to the predetermined schedule;

[0076] Acceptance: It is a key step at the end of the workflow, used to confirm whether the task is completed as expected. It usually involves checking and confirming the task results to ensure that the task achieves the expected goals.

[0077] It is worth mentioning that the maintenance report in the automatically generated maintenance report and expense list includes maintenance items, maintenance results and information on replaced parts, and the expense list includes material costs and labor costs.

[0078] It is worth emphasizing that the specific process for the user to submit a repair request, check the progress of the repair and evaluate the repair quality through the platform is: the user fills out the repair order (or answers the repair call or WeChat) → the maintenance department sends personnel to conduct on-site inspection → prepare materials → repair → user feedback → quality follow-up.

[0079] It should be noted that the settlement contents of the fee settlement module include:

[0080] Fee Settlement Deadline: Each service outlet must send the maintenance fee settlement voucher to the after-sales service center between the 1st and 5th of the month. The after-sales service center should review it by the end of the month and send it back to the technical service department before the end of the month. The technical service department will review it and submit it for approval before the end of the next month.

[0081] Settlement voucher: Settlement voucher includes "Brand Series Product Warranty Settlement Sheet" and valid invoice;

[0082] Settlement process: The Technical Service Department is responsible for the review, settlement and penalty management of the maintenance fee settlement, and the After-sales Service Center is responsible for the preliminary review, delivery and payment of settlement vouchers;

[0083] Settlement ratio: 90% of the orders submitted more than one month will be settled, 80% of the orders submitted more than two months will be settled, 60% of the orders submitted more than three months will be settled, and no settlement will be made for orders submitted more than four months.

[0084] The above shows and describes the basic principles and main features of the present invention and the advantages of the present invention. It is obvious to those skilled in the art that the present invention is not limited to the details of the above exemplary embodiments, and the present invention can be implemented in other specific forms without departing from the spirit or basic features of the present invention. Therefore, no matter from which point of view, the embodiments should be regarded as exemplary and non-restrictive. The scope of the present invention is defined by the attached claims rather than the above description, and it is intended that all changes falling within the meaning and scope of the equivalent elements of the claims are included in the present invention. Any figure mark in the claims should not be regarded as limiting the claims involved.

[0085] In addition, it should be understood that although the present specification is described according to implementation modes, not every implementation mode contains only one independent technical solution. This description of the specification is only for the sake of clarity. Those skilled in the art should regard the specification as a whole. The technical solutions in each embodiment may also be appropriately combined to form other implementation modes that can be understood by those skilled in the art.

Claims

1. A repair service and assessment settlement management platform, characterized by: Includes a repair work order management unit: used for the creation, allocation, processing, completion and closing of repair work orders; Inspection management module: used for making inspection plans, checking inspection records and generating inspection reports; Equipment management module: used for detailed management of equipment, including input of equipment information, monitoring of equipment operation status and maintenance history of equipment; Customer management module: used to manage basic customer information, including the entry and management of customer units; Data analysis and statistics module: used to perform statistical analysis on repair data and generate useful reports to help monitor and improve the quality and efficiency of maintenance work; Data transmission and storage module: used to ensure the security of all data transmission and storage; Mobile application support module: used by maintenance personnel to use mobile applications to update work orders on site, take photos to record the maintenance process, and communicate directly with owners; Repair progress tracking module: used to update and track the repair progress of equipment in real time. Users can check the repair status of the equipment at any time and understand the estimated completion time; Repair result feedback module: used to record the repair results after the repair is completed and allow the repairer to confirm whether he is satisfied; Data analysis and reporting module: used to generate various statistical reports; Equipment file management module: used to record basic information of equipment; Work order review and dispatch module: used to automatically review work orders and dispatch orders based on the availability of maintenance personnel to ensure timely completion of maintenance work; User rights management module: used to set different access rights according to user roles to ensure the security of sensitive information; Automated workflow module: used to define fixed process steps; Cost settlement module: used to automatically generate maintenance reports and cost lists; Performance statistics module: used to count the number of orders received and completed by maintenance personnel so that managers can conduct performance appraisals; User interaction module: used for users to submit repair requests, check repair progress and evaluate repair quality through the platform.

2. A repair service and assessment settlement management platform according to claim 1, characterized in that: The main steps of creating, allocating, processing, completing and closing the repair work order are as follows: First, work order creation is the starting point of the process. Relevant personnel will create a new work order based on actual needs or problems. The work order usually contains a detailed description of the problem, the time and place of occurrence, and the relevant responsible person information; Next is the work order allocation phase. Once a work order is created, the system or management personnel will allocate the work order to the corresponding processing personnel or team according to the preset rules or actual situation. The allocation basis includes the type of problem, the professional skills of the processing personnel and the current workload. Then, during the work order processing stage, the processing personnel will investigate, analyze and solve the problem based on the information in the work order, which involves communication with customers or other internal departments, on-site inspections, data analysis, etc. During the processing, the processing personnel need to record all operations and findings for subsequent review and tracing; Then, in the work order review phase, managers or quality inspectors will review the processed work orders to confirm whether the problem has been solved, whether the processing process complies with the specifications, and whether the customer is satisfied with the processing results. If problems or deficiencies are found, the reviewers will make suggestions for improvement or request reprocessing. The last stage is work order closing. Once the work order passes the review and it is confirmed that the problem has been properly resolved, the work order will be closed. Closing the work order means that the problem handling process has ended, and the relevant personnel can archive it and save it as a historical record. In some cases, the closed work order may also be used for subsequent data analysis or case studies.

3. A repair service and assessment settlement management platform according to claim 2, characterized in that: The generated various statistical reports include fault type distribution and maintenance efficiency.

4. A repair service and assessment settlement management platform according to claim 1, characterized in that: The basic information of the recording device includes model, purchase date, and warranty period.

5. A repair service and assessment settlement management platform according to claim 1, characterized in that: The defined fixed process steps include approval, scheduling and acceptance.

6. A repair service and assessment settlement management platform according to claim 5, characterized in that: Approval: involves the review and approval process of a task or decision. For example, after writing a report, it needs to be submitted to the leader for review or approval, and then submitted to others for further revision; Scheduling: refers to arranging the execution order and time of tasks in a workflow, usually involving the start, execution, and end of tasks, ensuring that tasks are carried out according to the predetermined schedule; Acceptance: It is a key step at the end of the workflow, used to confirm whether the task is completed as expected. It usually involves checking and confirming the task results to ensure that the task achieves the expected goals.

7. A repair service and assessment settlement management platform according to claim 1, characterized in that: The maintenance report and expense list automatically generated include maintenance items, maintenance results and information on replaced parts, and the expense list includes material costs and labor costs.

8. A repair service and assessment settlement management platform according to claim 1, characterized in that: The specific process for the user to submit a repair request, check the repair progress and evaluate the repair quality through the platform is: the user fills out a repair order (or answers a repair call or WeChat) → the maintenance department sends personnel to conduct on-site inspection → prepare materials → repair → user feedback → quality follow-up.

9. A repair service and assessment settlement management platform according to claim 1, characterized in that: The settlement contents of the fee settlement module include: Fee Settlement Deadline: Each service outlet must send the maintenance fee settlement voucher to the after-sales service center between the 1st and 5th of the month. The after-sales service center should review it by the end of the month and send it back to the technical service department before the end of the month. The technical service department will review it and submit it for approval before the end of the next month. Settlement voucher: Settlement voucher includes "Brand Series Product Warranty Settlement Sheet" and valid invoice; Settlement process: The Technical Service Department is responsible for the review, settlement and penalty management of the maintenance fee settlement, and the After-sales Service Center is responsible for the preliminary review, delivery and payment of settlement vouchers; Settlement ratio: 90% of the orders submitted more than one month will be settled, 80% of the orders submitted more than two months will be settled, 60% of the orders submitted more than three months will be settled, and no settlement will be made for orders submitted more than four months.

Images