Method, device and equipment system for processing technical service problem of after-sales product

Abstract

The invention discloses an after-sales product technical service problem processing method, device and equipment system, relates to the technical field of computers, and solves the problems that the problem processing efficiency is low due to insufficient communication caused by limited experience and frequent personnel replacement when field engineers solve product problems; the method comprises the following steps: submitting product problem information to a server through a mobile terminal, and judging whether the server stores the corresponding product problem information or not; related processing personnel select a processing flow and a related product responsibility unit according to the product problem information, and the responsibility unit edits a problem analysis processing report according to the processing flow; judging whether the problem analysis processing report passes internal verification approval or not; judging whether a corresponding product problem is solved or not; if yes, generating a product problem tracking report, feeding back the product problem tracking report to the server, displaying the product problem tracking report on the mobile terminal, and marking the problem state of the corresponding product as being processed; if not, an early warning signal is sent out; according to the invention, the accuracy and efficiency in the process of processing product problems are improved.

Description

Technical Field

[0001] The present invention belongs to the field of computer technology and relates to after-sales product service technology, and specifically to a method, device and equipment system for handling after-sales product technical service problems. Background Art

[0002] Due to the existence of blind boxes in various links of high-risk industries during the production and development of steel products, various problems may occur during the research and development, production and transportation of steel products. In order to ensure product quality and understand the user experience, it is of great significance to track product problems, solve problems and analyze the causes of problems, and reduce user complaints during use, which is of great significance to improving the competitiveness of the company's products.

[0003] In the prior art, when solving product problems, field engineers mainly analyze and solve problems based on personal experience, lists of tables for product problems, and major influencing factors on site; however, personal experience is always limited, especially when personnel changes frequently, there is a lack of communication on problems between engineers, and it is impossible to deal with all problems in a timely and effective manner, which makes the current way of dealing with product problems take a lot of time and lacks processing efficiency, which in turn affects the production and use of products.

[0004] The present invention provides a method, device and equipment system for handling after-sales product technical service problems to solve the above technical problems. Summary of the invention

[0005] The present invention aims to solve at least one of the technical problems existing in the prior art; to this end, the present invention proposes an after-sales product technical service problem handling method, device and equipment system, which are used to solve the problem that on-site engineers mainly rely on personal experience and list problem tables when solving product problems, but due to limited experience and frequent personnel changes, communication is insufficient, resulting in low problem handling efficiency, affecting product production and use.

[0006] To achieve the above-mentioned purpose, the first aspect of the present invention provides a method for handling after-sales product technical service problems, comprising:

[0007] S100: Enter product problem information provided by the user into the mobile terminal according to on-site technical services;

[0008] S200: Submitting product problem information to the server through the mobile terminal to determine whether the server stores the corresponding product problem information; if yes, the product problem information is fed back to the relevant processing personnel; if no, the product problem information is returned to the mobile terminal, and the input personnel adjust the product problem information;

[0009] S300: The relevant processing personnel select the processing flow and the relevant product responsible unit according to the product problem information, and the responsible unit edits the problem analysis and processing report according to the processing flow; judge whether the problem analysis and processing report has passed the internal verification and approval; if yes, enter S400; if no, send a reminder signal; wherein, the problem analysis and processing report includes: basic information, rectification requirements, and rectification implementation methods;

[0010] S400: Determine whether the corresponding product problem is solved; if so, generate a tracking report of the product problem and feed it back to the server and display it on the mobile terminal, and mark the problem status of the corresponding product as resolved; if not, issue a warning signal; wherein the tracking report includes: a report corresponding to the process of product problem resolution verification.

[0011] Preferably, the step of inputting the product problem information provided by the user into the mobile terminal according to the on-site technical service includes:

[0012] The staff inputs the product problem information reported by users into the mobile terminal through third-party software and forms a corresponding report list; the product problem information includes: code, user name, name of the person entering the information, product name, time of occurrence, severity level of the product problem, problem description and number of pictures of the problem product, report time, title, and rectification method; severity levels include: severe and general.

[0013] The present invention reduces the possibility of manual input errors and improves data accuracy through digital information entry; and is conducive to subsequent analysis of problems that occur in the product by forming a corresponding report list.

[0014] Preferably, the determining whether the server stores corresponding product problem information includes:

[0015] The product problem information submitted to the server is retrieved and sent to the responsible personnel to determine whether the product problem information provided by the user is complete; if yes, the server stores the corresponding product problem information; if not, the server does not store the corresponding product problem information.

[0016] By conducting an audit, the present invention can ensure that only reports that meet the standards and have complete information will be stored in the server, which helps to maintain the quality and availability of data in the server; checking before the information is officially entered is conducive to timely discovery and correction of input errors or incomplete information, avoiding additional workload caused by data quality issues in subsequent processing.

[0017] Preferably, the relevant processing personnel select the processing flow and the relevant product responsible unit according to the product problem information, including:

[0018] Obtain historical product problem information from the mobile terminal, use the title of the historical product problem information as the keyword thesaurus, and determine whether relevant keywords appear in the keyword thesaurus based on the problem description of the current product problem information; if so, retrieve the corresponding problem analysis and processing report for processing; if not, determine whether the corresponding product has internal problems based on the product problem information;

[0019] If yes, then the internal unit process will be processed;

[0020] If not, the outsourced responsible unit process will be carried out; the product responsible units include: internal units and outsourced responsible units.

[0021] It should be noted that if the relevant personnel determine that the product problem is not the responsibility of the unit, the units will be notified to end the process.

[0022] The present invention can ensure that problems are handled in the most professional way by distinguishing between internal unit processes and outsourced responsible unit processes; by using the titles of historical product problem information as a keyword vocabulary, when users encounter the same product problem that needs to be solved, they can send corresponding keywords to the server through a mobile terminal, and then obtain a problem analysis and processing report fed back by the server, and then obtain solutions to similar problems based on the report, thereby achieving rapid processing of product problems and avoiding duplication of work and waste of resources.

[0023] Preferably, the step of determining whether the problem analysis and processing report has passed internal verification and approval includes:

[0024] Determine whether relevant personnel have implemented rectification of relevant product problems in accordance with the problem analysis and processing report; if yes, it has passed the internal verification and approval; if no, it has not passed the internal verification and approval.

[0025] The present invention verifies the authenticity of the problem analysis and processing report by judging whether the problem analysis and processing report has passed internal verification and approval, ensures that the rectification measures are correctly implemented, and helps to ensure that the quality and performance of the product meet the expected standards.

[0026] Preferably, the determining whether the corresponding product problem is solved includes:

[0027] Retrieve the problem analysis and processing report that has passed internal verification and approval, set the product qualification rate threshold after rectification implementation to T, and determine whether the product qualification rate after rectification implementation is greater than or equal to T through the problem analysis and processing report; if yes, the corresponding product problem has been solved; if not, the corresponding product problem has not been solved; where 0<T≤1.

[0028] The present invention sets a threshold for the product qualification rate after rectification is implemented. When the actual qualification rate reaches or exceeds the preset threshold, the product problem is considered to be properly resolved. This method helps to maintain high quality standards of products and ensure user satisfaction.

[0029] A second aspect of the present invention provides an after-sales product technical service problem handling device, which stores a computer-readable storage medium, and when the computer-readable storage medium is executed by a processor, it implements a method for handling after-sales product technical service problems as described in the first aspect above.

[0030] A third aspect of the present invention provides an after-sales product technical service problem handling device system, comprising: an information receiving module, an information storage module, a report approval module, and a feedback display module;

[0031] Information receiving module: inputs product problem information provided by users into the mobile terminal according to on-site technical services;

[0032] Information storage module: Submit product problem information to the server through the mobile terminal to determine whether the server stores the corresponding product problem information; if yes, the product problem information is fed back to the relevant processing personnel; if not, the product problem information is returned to the mobile terminal, and the input personnel adjust the product problem information;

[0033] Report approval module: relevant processing personnel select the processing flow and relevant product responsible units according to the product problem information, and the responsible units edit the problem analysis and processing report according to the processing flow; judge whether the problem analysis and processing report has passed the internal verification and approval; if yes, enter the feedback display module; if not, send a reminder signal;

[0034] Feedback display module: Determine whether the corresponding product problem has been solved; if so, generate a tracking report of the product problem and feedback it to the server and display it on the mobile terminal, and mark the problem status of the corresponding product as resolved; if not, issue a warning signal.

[0035] Compared with the prior art, the present invention has the following beneficial effects:

[0036] 1. The present invention improves the efficiency of information collection by quickly inputting product problem information fed back by users through a mobile terminal; by submitting problem information to a server and quickly determining whether there are related records in the server, the problem information can be quickly fed back or adjusted, thereby reducing processing delays; the server's identification of existing problems can avoid repeated processing, saving time and resources; relevant processing personnel can select the most appropriate processing flow and relevant responsible units according to the problem information, thereby improving the pertinence and effectiveness of problem processing; the problem analysis and processing report edited by the responsible unit according to the processing flow needs to be internally verified and approved, which helps to ensure the quality and professionalism of the report.

[0037] 2. The present invention generates a tracking report after the problem is solved, feeds back the tracking report to the server and displays it on the mobile terminal, which is beneficial for users and relevant personnel to clearly understand the progress and results of problem handling; by marking the product problem status as handled, it is helpful for subsequent problem management and statistics; the present invention effectively stores the processing flow reports of different product problems, so that when users encounter the same problem, they can use the existing problem reports to quickly provide users with suggestions for handling the problem and internal improvement measures, thereby improving the accuracy and efficiency in the process of handling product problems, and indirectly increasing user satisfaction and user stickiness. BRIEF DESCRIPTION OF THE DRAWINGS

[0038] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0039] Figure 1 A schematic diagram of the process flow of after-sales product technical services of the present invention;

[0040] Figure 2 A schematic diagram of the specific steps of information storage of the present invention;

[0041] Figure 3 A schematic diagram of the specific steps for the approval of the invention report;

[0042] Figure 4 It is a schematic diagram of the relationship between the modules included in the present invention. DETAILED DESCRIPTION

[0043] The technical solution of the present invention will be clearly and completely described below in conjunction with the embodiments. Obviously, the described embodiments are only part of the embodiments of the present invention, rather than all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0044] See also Figure 1 The first aspect of the present invention provides a method for handling after-sales product technical service problems, including:

[0045] S100: Enter product problem information provided by the user into the mobile terminal according to on-site technical services;

[0046] S200: Submitting product problem information to the server through the mobile terminal to determine whether the server stores the corresponding product problem information; if yes, the product problem information is fed back to the relevant processing personnel; if no, the product problem information is returned to the mobile terminal, and the input personnel adjust the product problem information;

[0047] S300: The relevant processing personnel select the processing flow and the relevant product responsible unit according to the product problem information, and the responsible unit edits the problem analysis and processing report according to the processing flow; judge whether the problem analysis and processing report has passed the internal verification and approval; if yes, enter S400; if no, send a reminder signal; wherein, the problem analysis and processing report includes: basic information, rectification requirements, and rectification implementation methods;

[0048] S400: Determine whether the corresponding product problem is solved; if so, generate a tracking report of the product problem and feed it back to the server and display it on the mobile terminal, and mark the problem status of the corresponding product as resolved; if not, issue a warning signal; wherein the tracking report includes: a report corresponding to the process of product problem resolution verification.

[0049] See also Figure 2 , the specific steps of information storage, the staff enters the product problem information reported by the user to the mobile terminal through the third-party software, and forms a corresponding report list; among them, the product problem information includes: code, user name, name of the person entering the information, product name, time of occurrence, severity level of the product problem, problem description and number of problem product pictures, report time, title, and rectification method; the severity levels include: serious and general; retrieve the product problem information submitted to the server and send it to the responsible person to determine whether the product problem information provided by the user is complete; if yes, the server stores the corresponding product problem information and feeds back the product problem information to the relevant processing personnel; if not, the server does not store the corresponding product problem information, and returns the product problem information to the mobile terminal, and the product problem information is adjusted by the entry personnel.

[0050] For example, there are three users who purchased steel products, among which,

[0051] User A purchased high alloy steel from factory code 01 on January 5, 2024, and had a problem with local wear;

[0052] User B purchased cold-rolled enameled steel from factory code 05 on February 3, 2024, but the purchased quantity did not match the actual number of goods delivered.

[0053] User C purchased cold-rolled enameled steel from factory code 02 on February 15, 2024, and it had a problem of local deformation;

[0054] The staff input the product problem information reported by the two users into the mobile terminal through the mobile APP / web system and formed a corresponding report list; among them,

[0055] The report list of user A includes: code 01-2401-11-K, user name A, input person name Zhang San, product name high alloy steel, occurrence time January 5, 2024, product problem severity level assessed by staff as level 1, problem description as local wear problem, five pictures of the problem product, report time January 5, 2024, title high alloy steel local wear, rectification method is to replace new products;

[0056] The report list of user B includes: the code is 05-2402-31-T, the user name is user B, the name of the person who entered the report is Zhang San, the product name is cold-rolled enameled steel, the occurrence time is February 3, 2024, the severity level of the product problem is assessed by the staff as level 2, the problem description is that the purchased quantity does not match the actual number of arrivals, a picture of the problem product, the reporting time is February 3, 2024, the title is the purchase quantity of cold-rolled enameled steel does not match the actual number of arrivals, and the rectification method is to reissue the product;

[0057] The report list of user C includes: the code is 02-2402-51-T, the user name is user C, the name of the person who entered the report is Zhang San, the product name is cold-rolled enameled steel, the occurrence time is February 15, 2024, the severity level of the product problem is assessed by the staff as level 2, the problem description is that there is a problem of local deformation, two pictures of the problem product, the reporting time is February 15, 2024, the title is local deformation of cold-rolled enameled steel, and the rectification method is to reissue new products;

[0058] If the product problem information provided by users A, B, and C is complete, the server will store the corresponding product problem information and feed back the product problem information to relevant processing personnel.

[0059] It should be noted that the coding format is: two-digit factory code - two-digit year + two-digit month - two-digit serial number - one change identification code; the title content is: Overview of main issues.

[0060] See also Figure 3 , the specific steps of report approval are: obtain historical product problem information from the mobile terminal, use the title of the historical product problem information as the keyword thesaurus, and judge whether relevant keywords can appear in the keyword thesaurus based on the problem description of the current product problem information; if yes, retrieve the corresponding problem analysis and processing report for processing; if not, judge whether the corresponding product has internal problems based on the product problem information;

[0061] If yes, then the internal unit process will be processed;

[0062] If not, the outsourced responsible unit process will be carried out; the product responsible units include: internal units and outsourced responsible units;

[0063] The responsible unit edits the problem analysis and processing report according to the processing flow; determines whether the relevant personnel have implemented the rectification of the relevant product problems in accordance with the problem analysis and processing report; if yes, it passes the internal verification and approval; if no, it fails the internal verification and approval, and a reminder signal is issued;

[0064] Retrieve the problem analysis and processing report that has passed internal verification and approval, set the product qualification rate threshold after rectification implementation to T, and determine whether the product qualification rate after rectification implementation is greater than or equal to T through the problem analysis and processing report; if so, the corresponding product problem has been solved, and a tracking report of the product problem is generated and fed back to the server and displayed on the mobile terminal, and the problem status of the corresponding product is marked as resolved; if not, the corresponding product problem is not solved, and a warning signal is issued; among them, 0<T≤1.

[0065] For example, historical product problem information is obtained from the mobile terminal, and the title of the historical product problem information is used as the keyword vocabulary. If the historical product problem information shows that user D had a problem of local wear of high-alloy steel, and the title in the report list of user A is consistent with the title of user D, then the corresponding problem analysis and processing report is retrieved for processing;

[0066] The titles in the report lists of users B and C did not appear in the keyword database;

[0067] If the staff of User B determines that the corresponding product does not have an internal problem, the outsourcing responsible unit process will be carried out;

[0068] C If the user staff determines that the corresponding product has an internal problem, the responsible unit will conduct an internal self-inspection of the cause of the problem and fill out a problem analysis and processing report; the problem analysis and processing report includes: basic information, rectification requirements, and rectification implementation methods;

[0069] Basic information includes: code, feedback date, brand, specification, variety, coil (plate) number, user, production unit, responsible person, title, defect type, defect subcategory, picture, severity, problem description, disposal plan, competitor situation;

[0070] The rectification requirements include: obtaining user demands, sampling of problematic products, rectification lead unit, requirements for taking actions, time for submitting corrective / preventive measures, and the qualified rate of products after rectification;

[0071] The rectification implementation method includes: verification method, person who prepared the form, date of preparation, investigation and analysis, corrective / preventive measures, person responsible for correction / prevention, planned completion date, completion date of correction / prevention, verification by responsible unit, person who verified, opinions of professional department, verification date, verification by management department, verification signature of management department, and verification date of management department;

[0072] Relevant personnel shall implement rectification of relevant product problems according to the problem analysis and processing report and pass internal verification and approval;

[0073] The threshold of product qualification rate after rectification is set to 95%. The qualification rate of the rectified products is 98.4% obtained through the problem analysis and processing report. The qualification rate of the rectified products is 98.4%, which is greater than the product qualification rate threshold of 95%. The product problem raised by user C has been solved, and a tracking report of the product problem is generated and fed back to the server and displayed on the mobile terminal, and the problem status of the corresponding product is marked as resolved.

[0074] A device for handling after-sales product technical service problems has a computer-readable storage medium stored thereon, and when the computer-readable storage medium is executed by a processor, a method for handling after-sales product technical service problems as described in the first aspect above is implemented.

[0075] See also Figure 4 , the first aspect of the present invention provides an after-sales product technical service problem processing device system, including: an information receiving module, an information storage module, a report approval module, and a feedback display module;

[0076] Information receiving module: inputs product problem information provided by users into the mobile terminal according to on-site technical services;

[0077] Information storage module: Submit product problem information to the server through the mobile terminal to determine whether the server stores the corresponding product problem information; if yes, the product problem information is fed back to the relevant processing personnel; if not, the product problem information is returned to the mobile terminal, and the input personnel adjust the product problem information;

[0078] Report approval module: relevant processing personnel select the processing flow and relevant product responsible units according to the product problem information, and the responsible units edit the problem analysis and processing report according to the processing flow; judge whether the problem analysis and processing report has passed the internal verification and approval; if yes, enter the feedback display module; if not, send a reminder signal;

[0079] Feedback display module: Determine whether the corresponding product problem has been solved; if so, generate a tracking report of the product problem and feedback it to the server and display it on the mobile terminal, and mark the problem status of the corresponding product as resolved; if not, issue a warning signal.

[0080] Part of the data in the above formula is calculated by removing the dimension and taking its numerical value. The formula is a formula closest to the actual situation obtained by software simulation of a large amount of collected data; the preset parameters and preset thresholds in the formula are set by technical personnel in this field according to actual conditions or obtained through simulation of a large amount of data.

[0081] The working principle of the present invention is as follows: the present invention enters the product problem information provided by the user into the mobile terminal according to the on-site technical service; submits the product problem information to the server through the mobile terminal, and determines whether the server stores the corresponding product problem information; the relevant processing personnel select the processing flow and the relevant product responsible unit according to the product problem information, and the responsible unit edits the problem analysis and processing report according to the processing flow; determines whether the problem analysis and processing report passes the internal verification and approval; determines whether the corresponding product problem is solved; if so, generates a tracking report of the product problem and feeds it back to the server and displays it on the mobile terminal, and marks the problem status of the corresponding product as having been processed; if not, issues a warning signal; wherein the tracking report includes: a report corresponding to the process of product problem processing verification.

[0082] The above embodiments are only used to illustrate the technical method of the present invention rather than to limit it. Although the present invention has been described in detail with reference to the preferred embodiments, those skilled in the art should understand that the technical method of the present invention may be modified or replaced by equivalents without departing from the spirit and scope of the technical method of the present invention.

Claims

1. A method for handling after-sales product technical service problems, characterized in that: S100: Enter product problem information provided by the user into the mobile terminal according to on-site technical services; S200: Submitting product problem information to the server through the mobile terminal, and determining whether the server stores corresponding product problem information; If yes, the product problem information will be fed back to the relevant processing personnel; If not, the product problem information will be returned to the mobile terminal, and the data entry personnel will adjust the product problem information; S300: The relevant processing personnel select the processing flow and the relevant product responsible unit according to the product problem information. The responsible unit edits the problem analysis and processing report according to the processing flow; determines whether the problem analysis and processing report has passed the internal verification and approval; If yes, then go to S400; If not, a reminder signal is issued; the problem analysis and processing report includes: basic information, rectification requirements, and rectification implementation methods; S400: Determine whether the corresponding product problem is solved; if so, generate a tracking report of the product problem and feed it back to the server and display it on the mobile terminal, and mark the problem status of the corresponding product as resolved; if not, issue a warning signal; wherein the tracking report includes: a report corresponding to the process of product problem resolution verification.

2. A method for handling after-sales product technical service problems according to claim 1, characterized in that: The staff inputs the product problem information reported by users into the mobile terminal through third-party software and forms a corresponding report list; the product problem information includes: code, user name, name of the person entering the information, product name, time of occurrence, severity level of the product problem, problem description and number of pictures of the problem product, report time, title, and rectification method; severity levels include: serious and general.

3. A method for handling after-sales product technical service problems according to claim 1, characterized in that: The product problem information submitted to the server is retrieved and sent to the responsible personnel to determine whether the product problem information provided by the user is complete; if so, the server stores the corresponding product problem information; If not, the server does not store the corresponding product problem information.

4. The method for handling after-sales product technical service problems according to claim 1, characterized in that: The relevant processing personnel shall select the processing procedures and relevant product responsible units according to the product problem information, including: Obtain historical product problem information from the mobile terminal, use the title of the historical product problem information as the keyword thesaurus, and determine whether relevant keywords appear in the keyword thesaurus based on the problem description of the current product problem information; if so, retrieve the corresponding problem analysis and processing report for processing; if not, determine whether the corresponding product has internal problems based on the product problem information; If yes, then the internal unit process will be processed; If not, the outsourced responsible unit process will be carried out; the product responsible units include: internal units and outsourced responsible units.

5. The method for handling after-sales product technical service problems according to claim 1, characterized in that: The determination of whether the problem analysis and processing report has passed the internal verification and approval includes: Determine whether relevant personnel have implemented rectification of relevant product problems in accordance with the problem analysis and processing report; if yes, it has passed the internal verification and approval; if no, it has not passed the internal verification and approval.

6. A method for handling after-sales product technical service problems according to claim 1, characterized in that: The determining whether the corresponding product problem is solved includes: Retrieve the problem analysis and processing report that has passed internal verification and approval, set the product qualification rate threshold after rectification implementation to T, and determine whether the product qualification rate after rectification implementation is greater than or equal to T through the problem analysis and processing report; if yes, the corresponding product problem has been solved; if not, the corresponding product problem has not been solved; where 0<T≤1.

7. A device for handling after-sales product technical service problems, having a computer-readable storage medium stored thereon, characterized in that: When the computer-readable storage medium is executed by a processor, it implements a method for handling after-sales product technical service problems as described in any one of claims 1-6.

8. An after-sales product technical service problem handling device system, applied to an after-sales product technical service problem handling method according to any one of claims 1 to 6, characterized in that: include: Information receiving module, information storage module, report approval module, feedback display module; Information receiving module: inputs product problem information provided by users into the mobile terminal according to on-site technical services; Information storage module: Submit product problem information to the server through the mobile terminal to determine whether the server stores the corresponding product problem information; if yes, the product problem information is fed back to the relevant processing personnel; If not, the product problem information will be returned to the mobile terminal, and the data entry personnel will adjust the product problem information; Report approval module: Relevant processing personnel select the processing flow and relevant product responsible units according to product problem information, and the responsible units edit the problem analysis and processing report according to the processing flow; determine whether the problem analysis and processing report has passed internal verification and approval; If yes, it will enter the feedback display module; if no, it will send out a reminder signal; Feedback display module: Determine whether the corresponding product problem has been solved; if so, generate a tracking report of the product problem and feedback it to the server and display it on the mobile terminal, and mark the problem status of the corresponding product as resolved; if not, issue a warning signal.

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