Information processing device, information processing method, and program

Abstract

To appropriately determine the number of replacement devices in a service that provides devices.SOLUTION: An information processing device 10, in a service where a device 2 provided to a customer 1 is replaced with a replacement device 3 when a failure occurs in the provided device 2, collects failure response results indicating the state during repair of the failed provided device 2. Based on the number of provided devices 2 and the failure response results, the information processing device 10 calculates the number of spare devices to be prepared as replacement devices 3.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to an information processing device, an information processing method, and a program. [Background technology]

[0002] There are services that provide devices such as POS (Point Of Sales) terminals to customers of stores, etc. In the service of providing devices, for example, services such as maintenance and repair of the provided devices may be provided.

[0003] As a technology related to the service of providing equipment to customers, for example, a facility management system has been proposed that reduces the risk of breakdowns, costs, and maintenance burdens on the user side of the equipment. Also, for example, a hosting system has been proposed that aims to improve the efficiency of hosting services and reduce operating and usage costs. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2003-303016 [Patent Document 2] Japanese Patent Application Laid-Open No. 2006-215755 Summary of the Invention [Problem to be solved by the invention]

[0005] In a service that provides equipment, if a malfunction occurs in the equipment provided to a customer, the service provider can replace it with a spare device prepared by the service provider. However, if an excess of equipment is prepared, unnecessary equipment will have to be stored.

[0006] In one aspect, the present invention aims to appropriately determine the number of replacement devices in a service that provides such devices. [Means for solving the problem]

[0007] In one proposal, an information processing device is provided that has a processing unit, and in a service in which, when a failure occurs in a provided device provided to a customer, the failed provided device is replaced with a replacement device, the processing unit collects failure response results that indicate the status of repair of the failed provided device, and calculates the number of spare devices to be prepared as replacement devices based on the number of provided devices and the failure response results. [Effects of the Invention]

[0008] According to one aspect, it is possible to appropriately determine the number of replacement devices in a service that provides devices. [Brief explanation of the drawings]

[0009] [Figure 1] FIG. 1 illustrates an example of an information processing device according to a first embodiment. [Figure 2] FIG. 10 illustrates an example of an information processing system according to a second embodiment. [Figure 3] FIG. 2 illustrates an example of a hardware configuration of a server. [Figure 4] FIG. 2 is a block diagram illustrating an example of the functions of a server. [Figure 5] FIG. 10 is a diagram illustrating an example of a failure response result. [Figure 6] FIG. 10 is a diagram illustrating an example of management information. [Figure 7] FIG. 10 is a diagram illustrating an example of processing performed by a server during negotiation. [Figure 8] FIG. 10 is a diagram illustrating an example of a process performed by a server when providing a service. [Figure 9] FIG. 10 is a diagram illustrating an example of a method for calculating the price of the right to use a spare machine. [Figure 10] 10 is a flowchart illustrating an example of a procedure for a process of predicting the number of spare machines. [Figure 11] 10 is a flowchart illustrating an example of a procedure for a right-of-use price calculation process. DETAILED DESCRIPTION OF THE INVENTION

[0010] The present embodiment will be described below with reference to the drawings. Note that each embodiment can be implemented in combination with a plurality of other embodiments within a range that does not contradict each other. [First embodiment] First, the first embodiment will be described.

[0011] FIG. 1 is a diagram illustrating an example of an information processing device according to a first embodiment. The first embodiment calculates the number of spare machines for replacement in a service that provides equipment. The information processing device 10 is a computer that calculates the number of spare machines. The information processing device 10 is, for example, a server computer that manages the service that provides equipment.

[0012] A service provider in the first embodiment provides a providing device 2 to a customer 1. The customer 1 is a store such as a retail shop. The providing device 2 is a device used by the customer 1 for business purposes, such as a POS terminal, a payment terminal, an HHT (Hand Held Terminal), a change dispenser, a printer, a scanner, etc. The service provider may provide multiple devices to the customer 1 as the providing device 2. If a failure occurs in the providing device 2 provided to the customer 1, the service provider replaces the failed providing device 2 with a replacement device 3. The service provider repairs the providing device 2 collected from the customer 1 so that it can be used as the replacement device 3.

[0013] The information processing device 10 has a processing unit 11. The processing unit 11 controls the information processing device 10 and is capable of executing required processing. The processing unit 11 is, for example, a processor or an arithmetic circuit included in the information processing device 10. In the service of the first embodiment, the processing unit 11 collects a failure response result indicating the status at the time of repair of the providing device 2 in which a failure has occurred. For example, the processing unit 11 acquires the failure response result from a terminal operated by an employee of the manufacturer who repaired the providing device 2 collected from the customer 1 at the request of the service provider. For example, the failure response result includes the operating method of the providing device 2 by the customer 1. Furthermore, for example, the failure response result includes the period taken to repair the providing device 2.

[0014] Then, the processing unit 11 calculates the number of spare devices to be prepared as replacement devices 3 based on the number of providing devices 2 and the failure response results. Here, the processing unit 11 calculates the number of spare devices to be prepared as replacement devices 3 based on the number of providing devices 2, the operation method of the providing devices 2, and the time taken to repair the providing devices 2. For example, the processing unit 11 calculates the number of spare devices to be prepared as replacement devices 3 by multiplying the number of providing devices 2 by a failure rate, which is the rate at which the providing devices 2 fail in a predetermined period, a coefficient based on the operation method of the providing devices 2, and a coefficient based on the time taken to repair the providing devices 2.

[0015] According to the first embodiment, when a failure occurs in a providing device 2 provided to a customer 1, in a service in which the failed providing device 2 is replaced with a replacement device 3, the processing unit 11 of the information processing device 10 collects a failure response result indicating the status of repair of the failed providing device 2. The processing unit 11 calculates the number of spare devices to be prepared as replacement devices 3 based on the number of providing devices 2 and the failure response result. This allows the information processing device 10 to appropriately determine the number of replacement devices in the service in which devices are provided.

[0016] Furthermore, the processing unit 11 calculates the number of spare devices based on the operation method of the providing device 2 included in the failure response result. This allows the information processing device 10 to appropriately determine the number of replacement devices based on the possibility of failure of the providing device 2 due to the operation method.

[0017] Furthermore, the processing unit 11 calculates the number of spare devices based on the time taken to repair the providing device 2, which is included in the failure response result. This allows the information processing device 10 to appropriately determine the number of replacement devices based on the time period during which the device is unavailable due to being under repair.

[0018] The processing unit 11 may calculate the fee for the service based on the number of spare devices and a share rate indicating the amount of devices of the same type as the providing device 2 provided to other customers. This allows the information processing device 10 to appropriately calculate the fee for the service.

[0019] Second Embodiment Next, a second embodiment will be described. The second embodiment provides a service of replacing sold equipment when a failure occurs in the equipment.

[0020] 2 is a diagram showing an example of an information processing system according to the second embodiment. In the second embodiment, equipment provider 21 sells equipment such as POS terminals, payment terminals, HHTs, change dispensers, printers, scanners, etc. to stores 22-1, 22-2, 22-3, etc. Equipment provider 21 is a company that sells equipment and provides services such as maintenance of the sold equipment. Stores 22-1, 22-2, 22-3, etc. are retail stores and the like.

[0021] When purchasing equipment, the stores 22-1, 22-2, 22-3, etc. purchase the right to receive a service to replace equipment that has failed (the right to use a spare machine). Then, if equipment sold to the stores 22-1, 22-2, 22-3, etc. fails, the equipment provider company 21 collects the equipment and provides the stores 22-1, 22-2, 22-3, etc. with a spare machine of the same type as the failed equipment. The stores 22-1, 22-2, 22-3, etc. use the provided spare machine as an asset of the stores 22-1, 22-2, 22-3, etc.

[0022] The equipment provider 21 requests the manufacturer 23 to repair the collected equipment. The manufacturer 23 is a company that manufactures and repairs equipment. The equipment provider 21 stores the repaired equipment as a spare machine, which is an asset of the equipment provider 21.

[0023] The information processing system of the second embodiment includes a server 100, a store terminal 200, and a manufacturer terminal 300. The server 100, the store terminal 200, and the manufacturer terminal 300 are connected to a network 30. The network 30 is, for example, a wide area network such as the Internet.

[0024] The server 100 is a server computer that manages services provided by the equipment provider company 21. The server 100 collects failure response results that indicate the status of equipment repairs by the manufacturer 23. For example, when the repair of an equipment by the manufacturer 23 is completed, the server 100 acquires the failure response results, including the operation method of the equipment at the stores 22-1, 22-2, 22-3, . . ., the repair period, etc., from the manufacturer terminal 300.

[0025] The server 100 estimates the number of spare machines to be prepared based on the results of the failure response. For example, for a device sold to the store 22-1, the server 100 calculates the number of devices in operation at the store 22-1 by multiplying the failure rate, which is the rate at which the device breaks down in one year, by a coefficient based on the operation method of the device, the repair period, etc. The device provider company 21 prepares the number of spare machines estimated by the server 100.

[0026] The store terminal 200 is a computer operated by an employee of the store 22-1. The store terminal 200 notifies the server 100 of the occurrence of a failure in a device used in the store 22-1. Store terminals similar to the store terminal 200 are also installed in the stores 22-2, 22-3, .... The manufacturer terminal 300 is a computer operated by an employee of the manufacturer 23. When the manufacturer 23 has completed repairs on the device, the manufacturer terminal 300 transmits the results of the failure response to the server 100.

[0027] 3 is a diagram showing an example of a hardware configuration of a server. The entire server 100 is controlled by a processor 101. A memory 102 and multiple peripheral devices are connected to the processor 101 via a bus 109. The processor 101 may be a multiprocessor. The processor 101 is, for example, a central processing unit (CPU), a micro processing unit (MPU), or a digital signal processor (DSP). At least some of the functions realized by the processor 101 executing a program may be realized by an electronic circuit such as an application specific integrated circuit (ASIC) or a programmable logic device (PLD).

[0028] The memory 102 is used as a main storage device of the server 100. The memory 102 temporarily stores at least a part of the OS (Operating System) programs and application programs to be executed by the processor 101. The memory 102 also stores various data used in processing by the processor 101. As the memory 102, for example, a volatile semiconductor storage device such as a RAM (Random Access Memory) is used.

[0029] The peripheral devices connected to the bus 109 include a storage device 103, a GPU (Graphics Processing Unit) 104, an input interface 105, an optical drive device 106, a device connection interface 107, and a network interface 108.

[0030] The storage device 103 electrically or magnetically writes and reads data to and from a built-in recording medium. The storage device 103 is used as an auxiliary storage device for a computer. The storage device 103 stores an OS program, application programs, and various data. Note that the storage device 103 may be, for example, a hard disk drive (HDD) or a solid state drive (SSD).

[0031] The GPU 104 is connected to a monitor 31. The GPU 104 displays an image on the screen of the monitor 31 in accordance with an instruction from the processor 101. The monitor 31 may be a display device using an organic EL (Electro Luminescence) display device, a liquid crystal display device, or the like.

[0032] The input interface 105 is connected to a keyboard 32 and a mouse 33. The input interface 105 transmits signals sent from the keyboard 32 and the mouse 33 to the processor 101. The mouse 33 is an example of a pointing device, and other pointing devices can also be used. Examples of other pointing devices include a touch panel, a tablet, a touch pad, and a trackball.

[0033] The optical drive device 106 uses a laser beam or the like to read data recorded on the optical disc 34. The optical disc 34 is a portable recording medium on which data is recorded so that it can be read by reflected light. The optical disc 34 includes a DVD (Digital Versatile Disc), a DVD-RAM, a CD-ROM (Compact Disc Read Only Memory), a CD-R (Recordable) / RW (Rewritable), etc.

[0034] The device connection interface 107 is a communication interface for connecting peripheral devices to the server 100. For example, a memory device 35 or a memory reader / writer 36 can be connected to the device connection interface 107. The memory device 35 is a recording medium equipped with a function for communicating with the device connection interface 107. The memory reader / writer 36 is a device for writing data to the memory card 37 or reading data from the memory card 37. The memory card 37 is a card-type recording medium.

[0035] The network interface 108 is connected to the network 30. The network interface 108 transmits and receives data to and from other computers or communication devices via the network 30.

[0036] The server 100 can realize the processing functions of the second embodiment with the hardware configuration described above. The store terminal 200, the manufacturer terminal 300, and the information processing device 10 shown in the first embodiment can also be realized with hardware similar to that of the server 100 shown in Fig. 3. The processor 101 is an example of the processing unit 11 shown in the first embodiment.

[0037] The server 100 realizes the processing functions of the second embodiment by executing a program recorded on, for example, a computer-readable recording medium. The program describing the processing to be executed by the server 100 can be recorded on various recording media. For example, the program to be executed by the server 100 can be stored in a storage device 103. The processor 101 loads at least a portion of the program in the storage device 103 into the memory 102 and executes the program. The program to be executed by the server 100 can also be recorded on a portable recording medium such as an optical disk 34, a memory device 35, or a memory card 37. The program stored on the portable recording medium becomes executable after being installed on the storage device 103 under the control of, for example, the processor 101. The processor 101 can also read and execute the program directly from the portable recording medium. Next, the functions of the server 100 will be described in detail.

[0038] 4 is a block diagram showing an example of the functions of the server. The server 100 has a storage unit 120, a spare machine number estimation unit 130, and a license right price calculation unit 140. The storage unit 120 is realized using a storage area of ​​the memory 102 or the storage device 103. The spare machine number estimation unit 130 and the license right price calculation unit 140 are realized by the processor 101 executing a program stored in the memory 102.

[0039] The storage unit 120 has failure response results 121-1, 121-2, ... and management information 122. The failure response results 121-1, 121-2, ... indicate the status of repair of a device in which a failure occurred. The management information 122 is information about each device provided to the stores 22-1, 22-2, 22-3, ....

[0040] The spare machine number estimation unit 130 calculates an estimate of the number of spare machines (estimated number of spare machines) for each device registered in the management information 122. For example, the spare machine number estimation unit 130 calculates the estimated number of spare machines when it acquires failure response results from the manufacturer terminal 300. The spare machine number estimation unit 130 may also calculate the estimated number of spare machines at predetermined intervals. When it acquires failure response results from the manufacturer terminal 300, the spare machine number estimation unit 130 saves the acquired failure response results as failure response results 121-1, 121-2, . . . The spare machine number estimation unit 130 updates the information for each device registered in the management information 122 based on the updated failure response results 121-1, 121-2, . . .

[0041] For example, the spare machine number estimation unit 130 updates the operational failure rate, which is a coefficient determined based on the operation method of the equipment, the repairability rate, which is the percentage of equipment that can be used again after repair, and the repair period required to repair the equipment.The spare machine number estimation unit 130 then calculates the estimated number of spare machines based on the updated management information 122.For example, for each piece of equipment, the spare machine number estimation unit 130 calculates the estimated number of spare machines based on the number of operating units, the operational failure rate, the repairability rate, the repair period, etc.

[0042] The usage right price calculation unit 140 calculates the price of the usage right for the spare device when negotiating a service with the device provider company 21. The usage right price calculation unit 140 accepts input of conditions at the time of negotiation. For example, the usage right price calculation unit 140 accepts input of the type of business of the store purchasing the device, the type of device, the number of devices in operation, etc. The usage right price calculation unit 140 calculates the estimated number of spare devices based on the input conditions.

[0043] For example, the right-of-use price calculation unit 140 extracts failure response results for equipment of the same type as the input equipment type and in the same industry as the input equipment type from the failure response results 121-1, 121-2,..., and calculates the operational failure rate and repairability rate based on the extracted failure response results. Furthermore, for example, the right-of-use price calculation unit 140 extracts failure response results for equipment of the same type as the input equipment type from the failure response results 121-1, 121-2,..., and calculates the repair period based on the extracted failure response results. The right-of-use price calculation unit 140 calculates the estimated number of spare units based on the input number of operating units, the calculated operational failure rate, repairability rate, and repair period.

[0044] The right-of-use price calculation unit 140 specifies the share rate. For example, the right-of-use price calculation unit 140 refers to the management information 122 and calculates the total number of operating devices of the same type as the input device type. The right-of-use price calculation unit 140 specifies the share rate so that the larger the calculated number of operating devices, the larger the value. Then, the right-of-use price calculation unit 140 calculates the price of the right of use for the spare device based on the estimated number of spare devices and the share rate.

[0045] 4 indicate part of the communication paths, and communication paths other than those shown in the figure can also be set. Next, the information stored in storage unit 120 will be described in detail.

[0046] 5 is a diagram showing an example of a failure response result. Failure response results 121-1, 121-2, ... indicate the status of repair of a device in which a failure has occurred. The following describes failure response result 121-1, but failure response results 121-2, ... are set with the same content as failure response result 121-1.

[0047] The failure response result 121-1 is set with the user name, store name, business type, faulty equipment, model number, manufacturer, number of units in operation, failure rate, usage period, operation method, failure details, and repair period. The user name of the company or the like that requested equipment repair is set with the user name of the failure response result 121-1. The name of the store that requested equipment repair is set with the store name of the failure response result 121-1. The business type of the store that requested equipment repair is set with the business type of the store that requested equipment repair. The faulty equipment of the failure response result 121-1 is set with the name of the faulty equipment. The model number of the faulty equipment is set with the model number of the faulty equipment. The manufacturer of the faulty equipment is set with the manufacturer of the faulty equipment.

[0048] The number of operating units in the failure response result 121-1 is the number of devices of the same type as the broken device that are operating in the store that requested the repair of the device. The failure rate in the failure response result 121-1 is set to the failure rate of the broken device. The usage period in the failure response result 121-1 is set to the usage period of the broken device. The operation method in the failure response result 121-1 is set to the operation method of the broken device in the store that requested the repair of the device. For example, the operation method in the failure response result 121-1 is set to an operation method of the device selected from a plurality of options for the operation method of the device. The failure details in the failure response result 121-1 are set to the details of the device failure. The repair period in the failure response result 121-1 is set to the period taken to repair the device in weeks. Note that if the repair does not make the device usable again, the repair period in the failure response result 121-1 is set to information indicating that the repair was not possible.

[0049] The user name, store name, type of business, faulty equipment, model number, period of use, operation method, details of the fault, and repair period of the failure response result 121-1 are set by the manufacturer terminal 300. For example, when an employee operating the manufacturer terminal 300 finishes repairing a device, he or she inputs the store name, type of business, faulty equipment, model number, period of use, operation method, details of the fault, and repair period into the manufacturer terminal 300. The manufacturer terminal 300 sets the input store name, type of business, faulty equipment, model number, period of use, operation method, details of the fault, and repair period in the failure response result 121-1 and transmits it to the server 100.

[0050] The manufacturer, number of operating units, and failure rate of failure response result 121-1 are set by spare unit number estimation unit 130 when failure response result 121-1 is acquired from manufacturer terminal 300. Spare unit number estimation unit 130 sets, in failure response result 121-1, the manufacturer identified based on the failed equipment and model number set in failure response result 121-1. Furthermore, spare unit number estimation unit 130 refers to management information 122 to identify the number of operating units of equipment indicated by the failed equipment name and model number in failure response result 121-1 in the store indicated by the user name and store name in failure response result 121-1. Then, spare unit number estimation unit 130 sets, in failure response result 121-1, the identified number of operating units. Furthermore, spare unit number estimation unit 130 sets, in failure response result 121-1, the failure rate identified based on the failed equipment and model number set in failure response result 121-1.

[0051] 6 is a diagram showing an example of management information. Management information 122 is information about each device provided to stores 22-1, 22-2, 22-3, etc. The management information 122 includes, for each device, the user name, store name, type of business, device in use, model number, manufacturer, number of operating units, failure rate, contract period, operational failure rate, repairability rate, repair period, and estimated number of spare units.

[0052] The user name of the company or the like that uses the equipment is set as the user name of the management information 122. The name of the store that uses the equipment is set as the store name of the management information 122. The business type of the store that uses the equipment is set as the business type of the store. The name of the equipment is set as the equipment in use in the management information 122. The model number of the equipment is set as the model number of the equipment. The manufacturer of the equipment is set as the manufacturer of the equipment.

[0053] The number of operating units in the management information 122 is set to the number of devices operating in the store where the devices are used. The failure rate in the management information 122 is set to the failure rate of the device. The contract period in the management information 122 is set to the contract period for the right to use a spare device for the device. The operational failure rate in the management information 122 is set to a coefficient determined based on the method of operating the device. The repairability rate in the management information 122 is set to the percentage at which the device can be used again after repair, expressed as a sufficient rate. The repair period in the management information 122 is set to the period required to repair the device, in weeks. The estimated number of spare devices in the management information 122 is set to an estimated value for the number of spare devices to be prepared for the device.

[0054] The user name, store name, industry type, equipment in use, model number, manufacturer, number of operating units, and contract period of the management information 122 are set when the corresponding equipment is provided. The failure rate of the management information 122 is set based on the equipment in use and model number of the management information 122. The operational failure rate, repairability rate, repair period, and estimated number of spare units of the management information 122 are calculated and set based on the failure response results 121-1, 121-2, . . . Furthermore, the operational failure rate, repairability rate, repair period, and estimated number of spare units of the management information 122 are updated by the spare unit number estimation unit 130 each time the failure response results are obtained from the manufacturer terminal 300 and saved as the failure response results 121-1, 121-2, . . .

[0055] For example, the spare unit number estimation unit 130 extracts from the failure response results 121-1, 121-2, ... failure response results in which the same industry, failed equipment, model number, and manufacturer as the equipment for which the operational failure rate and repairability rate are calculated are set. The spare unit number estimation unit 130 sets the average value of the coefficients corresponding to the operation methods set in the extracted failure response results as the operational failure rate in the management information 122. Furthermore, the spare unit number estimation unit 130 sets the proportion of the extracted failure response results in which information indicating that repair was not possible as the repair period is not set as the repairability rate in the management information 122.

[0056] Furthermore, for example, the spare machine number estimation unit 130 extracts from the failure response results 121-1, 121-2, ... failure response results in which the same failed device, model number, and manufacturer as the device for which the repair period is to be calculated are set. The spare machine number estimation unit 130 sets the average value of the repair periods set in the extracted failure response results as the repair period in the management information 122.

[0057] The spare machine number estimation unit 130 calculates the estimated number of spare machines in the management information 122 based on the number of operating units, failure rate, contract period, operational failure rate, repairability rate, and repair period. For example, the spare machine number estimation unit 130 calculates the estimated number of spare machines = number of operating units × failure rate / 100 × operational failure rate × contract period × (10 / repairability rate) × (repair period × 7 / 365 × contract period). Next, the processing of the server 100 will be described.

[0058] 7 is a diagram showing an example of processing by the server during negotiation. The server 100 accepts input of conditions during negotiation of a service by the equipment provider 21, and calculates the price of the service based on the conditions.

[0059] The equipment provider company 21 negotiates with the store 22-1 to provide a service. The store 22-1 specifies conditions such as the type of equipment to be purchased, the number of units, and the operation method. The usage right price calculation unit 140 of the server 100 receives input of information about the store 22-1 and the conditions specified by the store 22-1. The usage right price calculation unit 140 calculates and outputs the price of the usage right for the spare equipment based on the input conditions and the failure response results 121-1, 121-2, ...

[0060] For example, the usage right price calculation unit 140 estimates the number of spare devices to be prepared for each device to be provided to the store 22-1 based on the input conditions and failure response results 121-1, 121-2, .... The usage right price calculation unit 140 calculates the actual number of spare devices to be purchased by dividing the estimated number of spare devices by a share rate based on the amount of the same type of device used in other stores. Then, the usage right price calculation unit 140 calculates the usage rights based on the actual number of spare devices to be purchased. The usage right price calculation unit 140, for example, displays the calculated price on a terminal operated by an employee of the device provider company 21.

[0061] When the business negotiations are concluded, equipment provider 21 sells the right to use the spare machine to store 22-1. By purchasing the right to use the spare machine, store 22-1 can receive a service from equipment provider 21 to exchange the failed equipment for the spare machine if a failure occurs in the equipment purchased from equipment provider 21. Similarly, equipment provider 21 also sells the right to use the spare machine to stores 22-2, 22-3, .... By purchasing the right to use the spare machine, stores 22-2, 22-3, ... can receive a service from equipment provider 21 to exchange the failed equipment for the spare machine.

[0062] 8 is a diagram showing an example of processing when a service is provided by a server. When a service is provided, the server 100 collects the failure response results 121-1, 121-2, . . . and estimates the number of spare machines.

[0063] The equipment provider company 21 stores the equipment 51-1, 51-2, 51-3, etc. as spare equipment. The equipment 51-1, 51-2, 51-3, etc. are all of the same type. Assume now that a failure occurs in equipment 52 of the same type as the equipment 51-1, 51-2, 51-3, etc. that is operating in the store 22-1. In this case, the equipment provider company 21 performs a kitting service for one of the equipment 51-1, 51-2, 51-3, etc. The kitting service is, for example, initial setup of the equipment. The equipment provider company 21 sends the equipment for which the kitting service has been performed to the store 22-1 as a maintenance part. The equipment provider company 21 also collects the equipment 52.

[0064] The equipment providing company 21 requests the manufacturer 23 to repair the collected equipment 52. The manufacturer 23 repairs the equipment 52 so that it can be used again. The manufacturer 23 returns the repaired equipment 52 to the equipment providing company 21. The equipment providing company 21 stores the returned equipment 52 as equipment 51-1, 51-2, 51-3, .... The manufacturer terminal 300 of the manufacturer 23 transmits the failure response result regarding the repair of the equipment 52 to the server 100.

[0065] For example, the manufacturer terminal 300 accepts input of the company name, store name, and business type of the store 22-1. The manufacturer terminal 300 also accepts input of the name and model number of the device 52. The manufacturer terminal 300 also accepts input of the period of use and operation method of the device 52 at the store 22-1. The manufacturer terminal 300 also accepts input of the details of the malfunction of the device 52 and the time required to repair the device 52. The manufacturer terminal 300 transmits to the server 100 a failure response result that includes the input user name, store name, business type, malfunctioning device, model number, period of use, operation method, details of the malfunction, and repair time.

[0066] The spare unit number estimation unit 130 of the server 100 acquires the failure response results related to the repair of device 52 from the manufacturer terminal 300. The spare unit number estimation unit 130 sets the manufacturer identified based on the failed device and model number set in the acquired failure response results as the acquired failure response results. The spare unit number estimation unit 130 also identifies the number of operating devices of the same type as device 52 in store 22-1 by referring to management information 122, and sets the identified number of operating devices as the acquired failure response results. The spare unit number estimation unit 130 also sets the failure rate of devices of the same type as device 52 as the acquired failure response results. The spare unit number estimation unit 130 then saves the acquired failure response results as failure response results 121-1, 121-2, ...

[0067] The spare machine number estimation unit 130 calculates the estimated number of spare machines based on the failure response results 121-1, 121-2, .... The spare machine number estimation unit 130 updates the operational failure rate, repairability rate, and repair period for devices of the same type as the devices 52 registered in the management information 122 based on the updated failure response results 121-1, 121-2, .... The spare machine number estimation unit 130 then calculates the estimated number of spare machines based on the updated operational failure rate, repairability rate, and repair period.

[0068] In this way, the equipment provider 21 provides the store 22-1 with a service of replacing a failed equipment with a spare equipment, and the server 100 calculates the estimated number of spare equipment based on the results of the troubleshooting of the failed equipment. This allows the server 100 to appropriately determine the number of spare equipment based on the possibility of equipment failure due to the operation method and the time required to repair the equipment. The equipment provider 21 prepares spare equipment so that the estimated number of spare equipment is calculated by the server 100. This allows the equipment provider 21 to prevent storing excess equipment. Next, a method for calculating the price of the usage rights for spare equipment during negotiations will be described.

[0069] 9 is a diagram showing an example of a method for calculating the price of the right to use a spare device. The server 100 calculates the price of the right to use a spare device when negotiating a service with the equipment provider 21. The right to use price calculation unit 140 of the server 100 generates negotiation information 41 and calculates the price of the right to use a spare device.

[0070] The negotiation information 41 includes, for each device being sold, the user name, store name, industry, device in use, model number, manufacturer, number of units in operation, failure rate, contract period, operational failure rate, repairability rate, repair period, estimated number of spare units, market share, and number of units actually purchased. The user name in the negotiation information 41 is set to the user name of the company purchasing the device. The store name in the negotiation information 41 is set to the name of the store purchasing the device. The industry in the negotiation information 41 is set to the industry of the store purchasing the device. The device in use in the negotiation information 41 is set to the name of the device being sold. The model number in the negotiation information 41 is set to the model number of the device being sold. The manufacturer in the negotiation information 41 is set to the manufacturer that produced the device being sold.

[0071] The number of operating units in the negotiation information 41 is set to the number of devices to be sold. The failure rate in the negotiation information 41 is set to the failure rate of the device to be sold. The contract period in the negotiation information 41 is set to the contract period for the right to use spare devices for the device to be sold. The operational failure rate in the negotiation information 41 is set to a coefficient determined based on the operation method of the device to be sold. The repairability rate in the negotiation information 41 is set to the sufficient rate at which the device to be sold can be used again after repair. The repair period in the negotiation information 41 is set to the period in weeks required to repair the device to be sold. The estimated number of spare devices in the negotiation information 41 is set to an estimated value for the number of spare devices to be prepared for the device to be sold.

[0072] A coefficient based on the amount of equipment of the same type as the equipment being sold provided to other stores is set as the share rate in the business negotiation information 41. The actual purchase quantity in the business negotiation information 41 is set as the number of spare equipment purchased by the equipment provider company 21 for the equipment being sold.

[0073] At the time of negotiation, the usage right price calculation unit 140 accepts input of the user name, store name, industry, device in use, model number, manufacturer, number of units in operation, and contract period, and sets the input information in the negotiation information 41. For each device in the negotiation information 41, the usage right price calculation unit 140 identifies a failure rate based on the device in use and model number, and sets the identified failure rate.

[0074] The right-of-use price calculation unit 140 calculates the operational failure rate, repairability rate, repair period, estimated number of spare units, market share, and actual number of units purchased of the business negotiation information 41. For example, for each device in the business negotiation information 41, the right-of-use price calculation unit 140 extracts failure response results for which the same industry, failed device, model number, and manufacturer are set from the failure response results 121-1, 121-2, .... The right-of-use price calculation unit 140 sets the average value of the coefficients corresponding to the operation methods set in the extracted failure response results as the operational failure rate of the business negotiation information 41. In addition, the right-of-use price calculation unit 140 sets the proportion of the extracted failure response results for which information indicating that repair was not possible as the repair period is not set as the repairability rate of the business negotiation information 41.

[0075] Furthermore, for example, the right-of-use price calculation unit 140 extracts, from the failure response results 121-1, 121-2, ..., failure response results for which the same failed device, model number, and manufacturer are set for each device in the negotiation information 41. The right-of-use price calculation unit 140 sets the average value of the repair periods set in the extracted failure response results as the repair period of the negotiation information 41.

[0076] The right-of-use price calculation unit 140 calculates the estimated number of spare units based on the number of units in operation, failure rate, contract period, operational failure rate, repairability rate, and repair period for each device in the negotiation information 41. For example, the right-of-use price calculation unit 140 calculates the estimated number of spare units as follows: number of units in operation × failure rate / 100 × operational failure rate × contract period × (10 / repairability rate) × (repair period × 7 / 365 × contract period).

[0077] The right-of-use price calculation unit 140 identifies a share rate for each device in the negotiation information 41. For example, the right-of-use price calculation unit 140 refers to the management information 122 and calculates, for each device in the negotiation information 41, the total number of operating devices with the same malfunctioning device, model number, and manufacturer. The right-of-use price calculation unit 140 identifies a share rate such that the larger the calculated number of operating devices, the larger the share rate. The right-of-use price calculation unit 140 calculates the number of actually purchased devices for each device in the negotiation information 41 based on the estimated number of spare devices and the share rate. For example, the right-of-use price calculation unit 140 calculates the number of actually purchased devices = estimated number of spare devices / share rate.

[0078] Then, the usage right price calculation unit 140 calculates the price (e.g., a fee per month) of the usage right of the spare machine based on the actual number of units purchased set in the negotiation information 41. For example, the usage right price calculation unit 140 calculates the price of the usage right of the spare machine so that the price increases as the actual number of units purchased increases.

[0079] In this way, the server 100 calculates the estimated number of spare devices based on the conditions, such as the number of devices to be purchased and the contract period, entered during negotiation. Then, the server 100 calculates the price of the usage rights for the spare devices based on the actual number of devices purchased, which is calculated based on the estimated number of spare devices and the market share. This allows the server 100 to calculate the service fee based on the purchase price of the spare devices that the device provider company 21 will pay for the contract. Therefore, the server 100 can appropriately calculate the service fee.

[0080] Next, a description will be given of the procedure of processing by the server 100. First, a description will be given of the procedure of processing for predicting the number of spare devices that the server 100 executes when providing a service. 10 is a flowchart showing an example of a procedure for processing to predict the number of spare machines. The processing shown in FIG. 10 will be described below in order of step number.

[0081] [Step S11] The spare unit number estimation unit 130 determines whether or not a failure response result has been acquired from the manufacturer terminal 300. If the spare unit number estimation unit 130 determines that a failure response result has been acquired, the process proceeds to step S12. If the spare unit number estimation unit 130 determines that a failure response result has not been acquired, the process proceeds to step S11.

[0082] [Step S12] The spare machine number estimation unit 130 adds the failure response results acquired in step S11 to the failure response results 121-1, 121-2, .... For example, the spare machine number estimation unit 130 acquires failure response results in which the user name, store name, industry, faulty equipment, model number, usage period, operation method, failure details, and repair period are set, and sets the manufacturer, number of operating units, and failure rate of the acquired failure response results.

[0083] The spare unit number estimation unit 130 sets the manufacturer identified based on the faulty equipment and model number set in the failure response result acquired in step S11 to the acquired failure response result. Furthermore, the spare unit number estimation unit 130 refers to management information 122 to identify the number of operating units of equipment indicated by the faulty equipment name and model number in the acquired failure response result, in the store indicated by the user name and store name in the acquired failure response result. The spare unit number estimation unit 130 then sets the identified number of operating units to the acquired failure response result. Furthermore, the spare unit number estimation unit 130 sets the failure rate identified based on the faulty equipment and model number set in the acquired failure response result. The spare unit number estimation unit 130 then adds the failure response result for which the manufacturer, number of operating units, and failure rate have been set to the failure response results 121-1, 121-2, ...

[0084] [Step S13] The spare machine number estimation unit 130 updates the operational failure rate in the management information 122. For example, the spare machine number estimation unit 130 extracts, from the failure response results 121-1, 121-2, ..., failure response results in which the same industry, faulty device, model number, and manufacturer are set for each device in the management information 122. The spare machine number estimation unit 130 sets the average value of the coefficients corresponding to the operation methods set in the extracted failure response results as the operational failure rate in the management information 122.

[0085] [Step S14] The spare unit number estimation unit 130 updates the repairability rate in the management information 122. For example, the spare unit number estimation unit 130 extracts, from the failure response results 121-1, 121-2, ..., failure response results in which the same industry, faulty device, model number, and manufacturer are set for each device in the management information 122. The spare unit number estimation unit 130 sets the proportion of the extracted failure response results in which information indicating that repair was not possible as the repair period is not set as the repairability rate in the management information 122.

[0086] [Step S15] The spare machine number estimation unit 130 updates the repair period in the management information 122. For example, the spare machine number estimation unit 130 extracts, for each device in the management information 122, failure response results in which the same failed device, model number, and manufacturer are set from the failure response results 121-1, 121-2, .... The spare machine number estimation unit 130 sets the average value of the repair periods set in the extracted failure response results as the repair period in the management information 122.

[0087] [Step S16] The spare machine number estimation unit 130 calculates the estimated number of spare machines in the management information 122. For example, the spare machine number estimation unit 130 calculates the estimated number of spare machines for each device in the management information 122 as follows: Estimated number of spare machines = Number of operating units × Failure rate / 100 × Operation failure rate × Contract period × (10 / Repairability rate) × (Repair period × 7 / 365 × Contract period). Then, the process proceeds to step S11.

[0088] In this way, server 100 collects failure response results 121-1, 121-2, ... that indicate the status of repair of a failed device. Then, server 100 calculates the estimated number of spare devices based on the number of operating devices, failure rate, contract period, operational failure rate, repairability rate, and repair period in management information 122, and failure response results 121-1, 121-2, .... Here, in stores with a large number of operating devices, the number of devices that will experience failures will also increase. Therefore, server 100 calculates the estimated number of spare devices so that the larger the number of operating devices, the larger the estimated number of spare devices. This allows server 100 to appropriately determine the number of replacement devices in the service for which it provides devices.

[0089] Furthermore, if the operation method of the equipment differs for each industry, the possibility of equipment failure may differ. By calculating the estimated number of spare units based on the operation method of the equipment for each industry, the server 100 can appropriately determine the number of replacement equipment units based on the possibility of equipment failure due to the operation method. Furthermore, by calculating the estimated number of spare units based on the repair period of the equipment, the server 100 can appropriately determine the number of replacement equipment units based on the period during which the equipment will be unavailable due to repair. Next, the procedure for the usage right price calculation process executed by the server 100 during negotiation will be described.

[0090] 11 is a flowchart showing an example of the procedure for the use right price calculation process. The process shown in FIG. 11 will be explained below in order of step number. [Step S21] The usage right price calculation unit 140 accepts input of negotiation conditions. For example, the usage right price calculation unit 140 accepts input of the user name, store name, industry, device used, model number, manufacturer, number of operating units, and contract period, and sets the input information in the negotiation information 41. In addition, the usage right price calculation unit 140 identifies a failure rate for each device in the negotiation information 41 based on the device used and model number, and sets the identified failure rate.

[0091] [Step S22] The right-of-use price calculation unit 140 calculates the operation failure rate. For example, for each device in the negotiation information 41, the right-of-use price calculation unit 140 extracts, from the failure response results 121-1, 121-2, ..., failure response results for which the same industry, faulty device, model number, and manufacturer are set. The right-of-use price calculation unit 140 calculates the average value of the coefficients corresponding to the operation methods set in the extracted failure response results, and sets this as the operation failure rate of the negotiation information 41.

[0092] [Step S23] The right-of-use price calculation unit 140 calculates the repairability rate. For example, for each device in the negotiation information 41, the right-of-use price calculation unit 140 extracts, from the failure response results 121-1, 121-2, ..., failure response results for which the same industry, faulty device, model number, and manufacturer are set. Among the extracted failure response results, the right-of-use price calculation unit 140 calculates the rate of failure response results for which information indicating that repair was not possible as the repair period is not set, and sets this as the repairability rate of the negotiation information 41.

[0093] [Step S24] The right-of-use price calculation unit 140 calculates the repair period. For example, for each device in the negotiation information 41, the right-of-use price calculation unit 140 extracts, from the failure response results 121-1, 121-2, ..., failure response results for which the same failed device, model number, and manufacturer are set. The right-of-use price calculation unit 140 calculates the average repair period set in the extracted failure response results and sets it as the repair period in the negotiation information 41.

[0094] [Step S25] The right-of-use price calculation unit 140 calculates the estimated number of spare units. For example, for each device in the negotiation information 41, the right-of-use price calculation unit 140 calculates the estimated number of spare units as follows: Estimated number of spare units = Number of operating units × Failure rate / 100 × Operation failure rate × Contract period × (10 / Repairability rate) × (Repair period × 7 / 365 × Contract period).

[0095] [Step S26] The right-of-use price calculation unit 140 determines the share rate. For example, the right-of-use price calculation unit 140 refers to the management information 122 and calculates, for each device in the negotiation information 41, the total number of operating devices with the same malfunctioning device, model number, and manufacturer. The right-of-use price calculation unit 140 determines the share rate so that the larger the calculated number of operating devices, the larger the value.

[0096] [Step S27] The license price calculation unit 140 calculates the number of units actually purchased. For example, for each device in the negotiation information 41, the license price calculation unit 140 calculates the number of units actually purchased = estimated number of spare devices / share rate.

[0097] [Step S28] The usage right price calculation unit 140 calculates the price of the usage right for the spare machine based on the number of units actually purchased set in the negotiation information 41. For example, the usage right price calculation unit 140 calculates the price of the usage right for the spare machine so that the price increases as the number of units actually purchased increases.

[0098] In this way, the server 100 calculates the price of the usage rights for the spare devices during negotiations. For the same type of device, the number of spare devices to be prepared can be reduced by sharing the spare devices with other stores. Therefore, for each device, the server 100 calculates the actual number of devices to be purchased based on the share rate indicating the amount of the same type of device provided to other stores and the estimated number of spare devices. The server 100 then calculates the price of the usage rights based on the actual number of devices purchased. This allows the server 100 to calculate the service fee based on the purchase price of the spare devices that the device provider company 21 will bear for the contract. Therefore, the server 100 can appropriately calculate the service fee.

[0099] Although the embodiments have been described above, the configuration of each part shown in the embodiments can be replaced with other parts having similar functions. Also, any other components or processes may be added. Furthermore, any two or more configurations (features) of the above-described embodiments may be combined. [Explanation of symbols]

[0100] 1 customer 2 Equipment provided 3 Replacement equipment 10. Information processing equipment 11 Processing section

Claims

1. a processing unit for collecting failure response results indicating the status of repair of the failed provided device and calculating the number of spare devices to be prepared as the replacement device based on the number of provided devices and the failure response results, in a service in which, when a failure occurs in a provided device provided to a customer, the failed provided device is replaced with a replacement device; An information processing device having the above.

2. the processing unit calculates the number of spare devices based on the operation method of the provided device included in the failure response result.

2. The information processing device according to claim 1.

3. the processing unit calculates the number of spare devices based on the time taken to repair the provided device, which is included in the failure response result.

2. The information processing device according to claim 1.

4. the processing unit calculates a fee for the service based on the number of spare devices and a share rate indicating the amount of devices of the same type as the provided device provided to other customers; 2. The information processing device according to claim 1.

5. The computer In a service in which, when a failure occurs in a provided device provided to a customer, the failed provided device is replaced with a replacement device, a failure response result indicating the status of repair of the failed provided device is collected; calculating the number of spare devices to be prepared as the replacement devices based on the number of the provided devices and the failure response results; Information processing methods.

6. On the computer, In a service in which, when a failure occurs in a provided device provided to a customer, the failed provided device is replaced with a replacement device, a failure response result indicating the status of repair of the failed provided device is collected; calculating the number of spare devices to be prepared as the replacement devices based on the number of the provided devices and the failure response results; A program that executes a process.

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