Incident response support device and incident management system

Abstract

The present invention enables reduction in time spent in each process for responding to an incident, building of sufficient know-how, and retrieval of necessary information.　Provided is an incident response assistance device connected to a first communication terminal of an end user who operates a machine and / or device and at least one second communication terminal of a service provider including a manufacturer of the machine and / or device, the incident response assistance device comprising: a management unit that associates an incident response log in each process for responding to an incident of the machine and / or device with an incident ID; a first storage unit recording a first incident response log that is associated with the incident ID and is in each process of the end user; a second storage unit recording a second incident response log that is associated with the incident ID and is in each process of the service provider; and a database that records at least a part of the first incident response log and at least a part of the second incident response log in an integrated manner.

Description

Technical Field

[0001] The present invention relates to an incident response support device and an incident management system, and more particularly to an incident response support device and an incident management system that are connected to a first communication terminal of an end user and at least one second communication terminal of a service provider, and support the service provider in resolving an incident that has occurred at the end user's site.

Background Art

[0002] When a failure (incident) such as a failure of a machine tool or an industrial robot occurs at an end user site, or when a question about the usage method arises, an inquiry is made to the manufacturer of the machine tool or industrial robot using a telephone, e-mail, or an inquiry system.

[0003] Devices or systems capable of responding to inquiries regarding incidents are described in, for example, Patent Document 1, Patent Document 2, and Patent Document 3.

[0004] Patent Document 1 describes an incident management device starting from an end user site. Specifically, Patent Document 1 describes an incident management device connected to a computer at an end user site and a computer at a call center of a business partner including a manufacturer. The incident management device includes an issued ticket receiving unit that receives a ticket corresponding to an incident issued by the computer at the end user site, a response receiving unit that receives a response issued by the computer at the call center of the business partner, an additional ticket receiving unit that receives an additional ticket that can add new information related to the same incident as the ticket, issued by the computer at the end user site to the computer at the call center of another business partner, and an information providing unit that provides a search result in response to an incident inquiry request from the computer at the end user site and the computer at the call center of the business partner. And so on.

[0005] Patent Document 2 describes creating knowledge information related to equipment, creating answers to inquiries about equipment and related data based on the knowledge information, and providing the related data to the equipment. This document describes the knowledge information service system that will be provided. Specifically, Patent Document 2 describes a knowledge information service system comprising a knowledge creation system and an operation service system, which includes a knowledge creation server that collects one or more data from measurement data and equipment operation data obtained from the operation of equipment via an edge server that is communicably connected to the equipment and includes existing data including manuals and processing know-how, and creates knowledge information based on the collected one or more data; and a knowledge management manager that creates answers to inquiries about equipment and related data based on the knowledge information and provides the related data to the equipment.

[0006] Patent Document 3 describes a comprehensive, efficient diagnostic service system that also improves user satisfaction. Specifically, Patent Document 3 describes a diagnostic service system comprising one or more factory monitoring systems that monitor at least one machine, a service center management device connected to one or more factory monitoring systems via a network, one or more service centers connected to the service center management device, and a plurality of service terminals connected to each of the one or more service centers via service control, each of which is used by a respondent capable of diagnosing machine failures, and in the event of a machine failure, one of the plurality of service terminals is selected via the service center management device and the one or more service centers. [Prior art documents] [Patent Documents]

[0007] [Patent Document 1] Japanese Patent Publication No. 2020-166800 [Patent Document 2] Japanese Patent Publication No. 2020-038615 [Patent Document 2] Japanese Patent Publication No. 2018-005832 [Overview of the Initiative] [Problems that the invention aims to solve]

[0008] Currently, end-users and manufacturers of machine tools or industrial robots, etc., who aim to shorten inquiry response times, face the following three challenges. The first challenge is that we don't know how much time is spent on each stage of responding to inquiries, such as considering solutions, procuring spare parts, and adjusting personnel, and therefore we are unable to use this information to implement appropriate improvement activities. The second challenge is that records of past responses are not sufficiently maintained, resulting in a lack of established know-how and a reliance on individual expertise for effective responses. The third challenge is that even when records of interactions are kept, it is difficult to retrieve the appropriate information when needed, and the information is not being used effectively. Therefore, there is a need for incident response support devices and incident management systems that can solve these problems. [Means for solving the problem]

[0009] (1) A first aspect of the present disclosure is an incident response support device connected to a first communication terminal of an end user on which a machine and / or device is operating and to at least one second communication terminal of a service provider, including the manufacturer of the machine and / or device, for supporting the service provider in resolving an incident occurring at the end user's site, An incident response log management unit that associates incident response logs from each process at the end user and the service provider with an incident ID in order to respond to the aforementioned incident, A first incident response log storage unit, which records the incident response log for each process at the end user, linked to the aforementioned incident ID, A second incident response log storage unit records the incident response logs for each process at the service provider, which are linked to the aforementioned incident ID. A database recorded by integrating at least a portion of the incident response logs stored in the first incident response log storage unit and at least a portion of the incident response logs stored in the second incident response log storage unit, It is an incident response support device equipped with [specific features / features].

[0010] (2) A second aspect of the present disclosure is an incident response support device according to any one of claims 1 to 5, connected to the first communication terminal and the second communication terminal, It is an incident management system equipped with [features / equipment]. [Effects of the Invention]

[0011] According to each aspect of this disclosure, incident response logs for processes involving both end-users and service providers can be managed centrally in a database. This allows for understanding the time required for each process and linking it to improvement activities. Furthermore, incident response logs for each process are recorded, enabling the development of sufficient know-how, and allowing for the retrieval of necessary information from the database. [Brief explanation of the drawing]

[0012] [Figure 1] A block diagram showing an incident management system as one embodiment of the present disclosure. [Figure 2] This diagram shows the workflow of an incident management system, from the occurrence to the resolution of an incident, and the business logs generated at each stage of the process. [Figure 3] This is a block diagram showing the configuration of an incident response support system. [Figure 4]It is a block diagram showing the configuration and connection relationship between the application unit and the service management unit. [Figure 5] It is a block diagram showing the configuration and connection relationship between the service management unit and the service provider storage unit. [Figure 6] It is a block diagram showing the connection relationship between the application unit and the business log collection unit. [Figure 7] It is an explanatory diagram showing the relationship between the incident storage unit and the business log storage unit. [Figure 8] It is a diagram showing a part of the information stored in the business log storage unit. [Figure 9] It is a diagram showing the business flow and data flow in the incident management system. [Figure 10] It is a diagram showing the operation of displaying the menu screen of the service to be used on the communication terminal of the end user. [Figure 11] It is a diagram showing the inquiry screen displayed on the communication terminal of the end user. [Figure 12] It is a diagram showing the search input screen displayed on the communication terminal of the end user. [Figure 13] It is a diagram showing the parts purchase screen displayed on the communication terminal of the end user. [Figure 14] It is a diagram showing the repair information editing screen displayed on the communication terminal of the end user. [Figure 15] It is a diagram showing the repair information editing screen displayed on the communication terminal of the end user.

Embodiments for Carrying Out the Invention

[0013] Hereinafter, embodiments of the present disclosure will be described in detail with reference to the drawings.

[0014] FIG. 1 is a block diagram showing an incident management system according to an embodiment of the present disclosure. The incident management system 10 includes an incident response support device 100, a communication terminal 200 located at the end-user site X1, a communication terminal 300 located at the service provider site X2, and a communication terminal 400 located at the service provider site X3. The incident response support device 100, communication terminal 200, communication terminal 300, and communication terminal 400 are connected via a communication line 500. The communication line 500 may be, for example, a LAN (Local Area Network), the Internet, a public telephone network, or a combination thereof. The specific communication method in the communication line 500, and whether it is a wired or wireless connection, are not particularly limited.

[0015] The end-user site X1 is, for example, a factory where machine tools or industrial robots are in operation. As shown in Figure 1, the end-user site X1 is equipped with a communication terminal 200, a machine tool 210, and an industrial robot 220. The machine tool 210 and the industrial robot 220 are examples of machines, and the computer numerical control (CNC) is an example of a device. The machines and devices are not limited to these examples and may include household appliances, inspection equipment, etc.

[0016] Service provider sites X2 and X3 include manufacturers of machine tools or industrial robots, manufacturers of computer numerical control systems, parts manufacturers, field service providers, and trading companies that sell machinery.

[0017] In Figure 1, the incident management system 10 shows a single end-user site X1, but it may have multiple end-user sites, each equipped with a communication terminal connected to the incident response support device 100. The number of service provider sites is not limited to two, and may be three or more.

[0018] In the incident management system 10, when an incident occurs at the end-user site X1, multiple tasks are performed from the occurrence of the incident to its resolution. The incident response support device 100 manages the task logs created for each task.

[0019] Below, using Figure 2, we will explain the workflow from the occurrence to the resolution of an incident, as well as the business logs generated during the process. Figure 2 shows the workflow of the incident management system 10, from the occurrence to the resolution of an incident, and the business logs generated at each stage of the process. As shown in the workflow diagram in Figure 2, the multiple tasks involved in resolving an incident proceed in the following order: inquiry about the incident, identification of the incident's symptoms, identification of the incident's cause, identification of the response to the incident, confirmation of spare parts, planning and coordination such as scheduling service personnel, implementation of the response, and recording of the response. These tasks are performed by communication terminal 200 and communication terminals 300 and / or 400. Note that confirmation of spare parts and planning and coordination such as scheduling service personnel may not be performed if parts replacement and service personnel travel are not required, and are therefore shown with dashed lines in Figure 2.

[0020] The incident response support device 100 manages the history of information exchanged between the communication terminal 200 and the communication terminals 300 and / or 400 as an inquiry log and a business log. In addition, in the business flow, the incident response support device 100 manages the history of information exchanged between the incident response support device 100, the communication terminal 200, and at least one of the communication terminals 300 and 400 as a business log. When the incident response support device 100 manages the history of information exchanged between the incident response support device 100 and the communication terminal 200 as a business log, this includes cases where the incident response support device 100 records repairs and other actions completed within the end user's system.

[0021] Inquiries regarding an incident are made by the end user using the communication terminal 200. The inquiry log acquired by the incident response support device 100 in response to an inquiry regarding an incident includes, for example, machine information identifying the machine tool, the content of the inquiry, and information such as photos or videos of the incident.

[0022] Identifying the phenomenon of an incident, identifying the cause of the incident, and identifying the response to the incident are performed using the knowledge search system provided by the incident response support device 100. When an end user performs a knowledge search using the knowledge search system, they do so using the communication terminal 200. When a service provider performs a knowledge search, they do so using the communication terminal 300 or communication terminal 400. The business logs acquired by the incident response support device 100 include, for example, information such as logs of content used obtained from the knowledge search provided by the incident response support device 100.

[0023] The confirmation of spare parts is performed by the end user using the communication terminal 200, or by the service provider using the communication terminal 300 or 400. The confirmation of spare parts results in an order for spare parts from the end user and an acceptance of spare parts from the service provider. The business logs acquired by the incident response support device 100 include, for example, information on spare parts, actual delivery dates, etc., related to the ordering and receiving of spare parts.

[0024] The scheduling adjustments are performed by the end user using the communication terminal 200, or by the service provider using at least one of the communication terminals 300 and 400. The business logs acquired by the incident response support device 100 through the scheduling adjustments include, for example, information such as service worker information and the actual dispatch date in the scheduling of service workers.

[0025] The response is carried out, for example, by an end user based on instructions given by a service worker via remote operation of the communication terminal 200. The work logs acquired by the incident response support device 100 as a result of the response include, for example, information such as work records and content used during remote support.

[0026] As shown in Figure 2, the response record is created by the service provider or service worker using communication terminal 300 or communication terminal 400. The work log acquired by the incident response support device 100 through the response record includes, for example, information such as work records and content used in work reports.

[0027] Next, the configuration of the incident response support device 100, communication terminal 200, communication terminal 300, and communication terminal 400, which constitute the incident management system 10, will be described. <Communication terminal 200> The communication terminal 200 is, for example, a smartphone or a tablet personal computer. The communication terminal 200 provides a user interface function with the incident response support device 100. When an incident occurs, such as a malfunction of a machine tool 210 or an industrial robot 220, the end user can use the communication terminal 200 as a web terminal equipped with a web browser to receive a web-based user interface function from the incident response support device 100 and exchange information with the incident response support device 100. The communication terminal 200 may also use its own user interface function to exchange information with the incident response support device 100.

[0028] <Communication terminals 300, 400> The communication terminals 300 and 400, provided at service provider sites X2 and X3, are stationary personal computers, notebook personal computers, smartphones, tablet personal computers, etc. The communication terminals 300 and 400 provide user interface functionality with the incident response support device 100. Each communication terminal 300 and 400 functions as a web terminal equipped with a web browser, receiving web-based user interface functionality from the incident response support device 100 and exchanging information with the incident response support device 100. The communication terminals 300 and 400 may also exchange information with the incident response support device 100 using their own user interface functionality.

[0029] <Incident Response Support Device 100> Figure 3 is a block diagram showing the configuration of the incident response support device 100. As shown in Figure 3, the incident response support device 100 consists of a computer equipped with a communication unit 110, a control unit 120, a storage unit 130, and a knowledge search database 140.

[0030] The communication unit 110 transmits and receives data between the communication terminal 200 at the end-user site X1, the communication terminal 300 at the service provider site X2, and the communication terminal 400 at the service provider site X3. The control unit 120 comprises an application unit 121 and a service management unit 122.

[0031] The storage unit 130 includes a program storage unit 131, an end-user storage unit 132, a service provider storage unit 133, and a service provider storage unit 134. The end-user storage unit 132 stores data related to end users at end-user site X1. The service provider storage unit 133 stores data related to service providers at service provider site X2. The service provider storage unit 134 stores data related to service providers at service provider site X3. The number of end-user storage units corresponds to the number of end-user sites. The number of service provider storage units corresponds to the number of service provider sites.

[0032] The knowledge search database 140 integrates and records data (business logs) stored in the respective business log storage units 1322, 1332, and 1342 of the end-user storage unit 132, service provider storage unit 133, and service provider storage unit 134, which will be described later, and which the end-user and service provider have authorized to make public. The knowledge search database 140 functions as a database that integrates and records at least a portion of the business logs stored in the business log storage unit 1322 and at least a portion of the business logs stored in at least one of the business log storage units 1332 and 1342. By searching the knowledge search database 140, the history of responses to failures can be retrieved. The knowledge search database 140 also includes a manual storage unit 1333G, which will be described later, and manuals can be searched using the knowledge search database 140. Furthermore, the knowledge search database 140 records guidance videos, and guidance videos can also be searched. The history of responses to failures, manuals, and guidance videos constitute content related to the machine and / or device.

[0033] Figure 4 is a block diagram showing the configuration and connection relationship between the application unit and the service management unit. The application unit 121 includes a QR code (registered trademark) inquiry unit 1211 connected to the communication unit 110, and a reception unit 1212 that receives inquiry information from the QR code inquiry unit 1211 and manually entered inquiry information from email, telephone, etc.

[0034] The reception unit 1212 issues a ticket for centralized management of all information related to the inquiry information and / or input information in response to the inquiry information and / or input information, and creates a ticket ID. The reception unit 1212 also issues an inquiry log ID to identify the inquiry log and a business log ID to identify the business log, which are linked to the ticket ID. The ticket ID becomes the incident ID, and the inquiry log and business log become the incident response log. Reception unit 1212 functions as an incident ID creation unit. Furthermore, the application unit 121 includes the following units, each connected to the reception unit 1212: the parts sales unit 1213A, the service personnel dispatch request unit 1213B, the remote support unit 1213C, the work report unit 1213D, the equipment record unit 1213E, the sales / payment unit 1213F, the knowledge search unit 1213G, and the knowledge management unit 1213H.

[0035] The service management unit 122 includes an incident management unit 1221A, an account management unit 1221B, and a login management unit 1221C, which are connected to the reception unit 1212, respectively. Furthermore, the service management unit 122 includes a business log collection unit 1222. The connection relationship between the business log collection unit 1222 and the application unit 121 will be described later. Furthermore, the Service Management Department 122 includes the Parts Inventory Management Department 1223A, the Shipping / Delivery Management Department 1223B, the Service Personnel Management Department 1223C, the Remote Support Management Department 1223D, the Work Report Management Department 1223E, the Asset Management Department 1223F, the Order Management Department 1223G, the Settlement Processing Management Department 1223H, the Knowledge Information Retrieval Department 1223I, and the Knowledge Information Management Department 1223J. The parts inventory management department 1223A and the shipping / delivery management department 1223B are connected to the parts sales department 1213A. The service personnel management department 1223C is connected to the service personnel dispatch request department 1213B. The remote support management department 1223D is connected to the remote support department 1213C. The work report management department 1223E is connected to the work report department 1213D. The asset management department 1223F is connected to the equipment record department 1213E. The order management department 1223G and the settlement processing management department 1223H are connected to the sales / payment department 1213F. The knowledge information retrieval department 1223I is connected to the knowledge retrieval department 1213G. The knowledge information management department 1223J is connected to the knowledge management department 1213H.

[0036] Figure 5 is a block diagram showing the configuration and connection relationship between the service management unit and the service provider storage unit. Since the configuration of the service management unit 122 has already been explained, the following explanation will describe the configuration of the service provider storage unit 133 and the connection relationship between the service provider storage unit 133 and the service management unit 122. Here, only the service provider storage unit 133 will be described, but the service provider storage unit 134 has a similar configuration to the service provider storage unit 133 and is connected to the service management unit 122 in the same way as the service provider storage unit 133. Similarly, the end user storage unit 132 has a similar configuration to the service provider storage unit 133 and is connected to the service management unit 122 in the same way as the service provider storage unit 133. The service management unit 122 distributes and stores data in the end-user storage unit 132, the service provider storage unit 133, and the service provider storage unit 134, and manages the data.

[0037] The service provider storage unit 133 includes an incident storage unit 1331A connected to the incident management unit 1221A, and an account storage unit 1331B connected to the account management unit 1221B. The incident storage unit 1331A stores ticket IDs created by the reception unit 1212. The ticket IDs stored in the incident storage unit 1331A are managed by the incident management unit 1221A. Furthermore, the service provider storage unit 133 includes a business log storage unit 1332 that is connected to the business log collection unit 1222.

[0038] Furthermore, the service provider storage unit 133 includes an inventory parts storage unit 1333A, a service worker schedule storage unit 1333B, a work report storage unit 1333C, an asset storage unit 1333D, an order / receipt storage unit 1333E, a settlement-related storage unit 1333F, and a manual storage unit 1333G.

[0039] The parts inventory storage unit 1333A is connected to the parts inventory management unit 1223A and the shipping / delivery management unit 1223B. The service personnel schedule storage unit 1333B is connected to the service personnel management unit 1223C. The work report storage unit 1333C is connected to the work report management unit 1223E. The asset storage unit 1333D is connected to the asset management unit 1223F. The order storage unit 1333E is connected to the order management unit 1223G. The settlement-related storage unit 1333F is connected to the settlement processing management unit 1223H. The manual storage unit 1333G is connected to the knowledge information retrieval unit 1223I and the knowledge information management unit 1223J.

[0040] (Connection relationship between application unit 121 and business log collection unit 1222) Figure 6 is a block diagram showing the connection relationship between the application unit and the business log collection unit.

[0041] Of the reception information output from the reception unit 1212 of the application unit 121, the inquiry information is input to the business log collection unit 1222, and the business log collection unit 1222 stores the inquiry information in the business log storage units 1322, 1332, and 1342.

[0042] Furthermore, purchase information output from the parts sales department 1213A, dispatch request information output from the service staff dispatch request department 1213B, support details output from the remote support department 1213C, and work details output from the work report department 1213D of the application department 121 are input to the business log collection department 1222 and stored as business logs in the business log storage units 1322, 1332, and 1342. In addition, usage information output from the equipment record department 1213E, sales / payment information output from the sales / payment department 1213F, search information output from the knowledge search department 1213G, and browsing content information output from the knowledge management department 1213H of the application department 121 are input to the business log collection department 1222 and stored as business logs in the business log storage units 1322, 1332, and 1342.

[0043] The service management unit 122 stores the business logs stored in the business log storage units 1322, 1332, and 1342, specifically the business logs that have been approved for public disclosure by the service provider and the business logs that have been approved for public disclosure by the end user, as knowledge information in the knowledge search database 140.

[0044] Figure 7 is an explanatory diagram showing the relationship between the incident storage unit and the business log storage unit.

[0045] The reception unit 1212 of the application unit 121 issues a ticket ID for each incident and stores it in the incident storage unit 1331A. Then, when the reception unit 1212 receives purchase information (parts sales information), dispatch request information (service worker dispatch information), support details (remote support information), etc., related to a ticket ID, it issues a business log ID to identify the business log associated with this ticket ID. As shown in Figure 7, for example, if the reception unit 1212 assigns "1" to the ticket ID number related to a certain incident (indicated as ticket ID:1), it assigns "1" as the inquiry log ID number for the inquiry information related to this incident (indicated as inquiry ID:1), assigns "1" as the business log ID number for the purchase information (indicated as business log ID:1), assigns "2" as the business log ID number for the dispatch request information (indicated as business log ID:2), and assigns "3" as the business log ID number for the support details (indicated as business log ID:3). Purchase information, dispatch request information, and support details, each assigned to business log ID:1, business log ID:2, and business log ID:3, are linked to ticket ID:1 and stored in the business log storage unit 1332.

[0046] Figure 8 shows a portion of the information stored in the business log storage unit. Figure 8 shows that, for ticket ID:1 stored in the incident memory unit 1331A, inquiry ID:1, business log ID:1, business log ID:2, and business log ID:3 are associated with inquiry, parts sales, service personnel dispatch, and remote support, respectively. Figure 8 also shows the types and examples of inquiry ID:1, business log ID:1, business log ID:2, and business log ID:3.

[0047] Next, we will describe the business flow and data flow between the end-user site, the incident response support device, and the service provider site. In the following description, we will explain a case where a malfunction (incident), such as a machine tool failure, occurs at the end-user site X1 (a factory), and is addressed at the service provider site X2. Figure 9 shows the business flow and data flow in the incident management system. As shown in Figure 9, at the end-user site X1, the response selection process P21 to payment process P26 is performed, at the incident response support device 100, the inquiry management process P11 to sales / payment process P17 is performed, and at the service provider site X2, the inquiry reception process P31 to sales process P36 is performed. The inquiry management process P31 to sales process P36 at the service provider site is executed when an inquiry is received from the end-user site.

[0048] <Processing by end-user site X1 and incident response support device 100> The following describes the response selection process P21 to payment process P26 on the end-user site X1 side, and the corresponding inquiry management process P11 to sales / payment process P17 of the incident response support device 100.

[0049] 1. Correspondence selection process P21, inquiry management process P11, and knowledge search process P12 (1) Correspondence selection process P21 When an incident occurs with a machine tool, the user (end user) uses the communication terminal 200 to perform a response selection process P21. The processes selected through this response selection process include, for example, inquiries, knowledge searches, and parts purchases. Figure 10 shows the process of displaying the menu screen for the service being used on the end user's communication terminal.

[0050] First, as shown in Figure 10, the end user reads the QR code (registered trademark) printed on a sticker attached to the side of the machine tool using the camera of the communication terminal 200. The communication terminal 200 then receives a web-based user interface function from the incident response support device 100 via the QR code and displays the name and serial number of the machine tool, which are linked to the QR code, on the display screen. The name and serial number of the machine tool are information about the machine and / or device. When the end user presses "next" on the display screen and skips the display screen, the communication terminal 200 displays the menu screen for the services to be used. The menu screen displays services such as "Inquiry," "Knowledge Search," "Parts Purchase," "Maintenance History Registration," and "Asset Information Management." For example, the end user selects one of the following from the menu screen: "Contact Us," "Knowledge Search," or "Purchase Parts." Details regarding the content of the screens displayed after selection, as well as the information input procedures, will be described later. The response selection process P21 includes identifying the incident phenomenon and identifying the cause of the incident, as explained in Figure 2.

[0051] When an end user selects "Inquiry," the communication terminal 200 displays a screen for entering the information necessary for the inquiry (hereinafter referred to as "inquiry information") and transmits the inquiry information entered by the user to the incident response support device 100. When an end user selects "Knowledge Search," the communication terminal 200 displays a screen for inputting the information necessary for the knowledge search and transmits the information entered by the user to the incident response support device 100. When the end user selects "Purchase Parts," the communication terminal 200 proceeds to the spare parts purchase process P22, which will be described later.

[0052] The following describes the screens displayed after selecting "Contact Us" or "Knowledge Search". (inquiry) If an end user wishes to contact a service provider such as a machine tool manufacturer, they select "Contact Us." The communication terminal 200 then displays the contact screen shown in Figure 11. First, as shown in Figure 11, the display screen shows the product being inquired about, consisting of the model name and serial number, as well as the content of the inquiry. The inquiry content section displays a selection field for the type of inquiry, such as malfunction / trouble, parts purchase, usage instructions, and other, as well as an input field for the alarm number. For example, when an end user selects a malfunction, the communication terminal 200 displays input fields for the inquiry details, the frequency of occurrence, and attachment fields for image files of the malfunctioning equipment on its display screen. Once the user enters the inquiry details, the communication terminal 200 displays input fields for user information such as the user's name, main telephone number, and contact person's telephone number. After the user enters their inquiry details and user information and agrees to the terms of service, they select the confirmation button, and the communication terminal 200 transmits the information displayed on the screen to the incident response support device 100.

[0053] (Knowledge Search) When an end user wants to perform a knowledge search, they select "Knowledge Search." The communication terminal 200 then displays the search input screen shown in Figure 12 on its display screen. As shown in Figure 12, the display screen shows the search target product, consisting of the model name and serial number, as well as the search content. The search content includes a selection field for the type of item, such as malfunction / troubleshooting, parts purchase, usage instructions, and other, as well as an input field for the alarm number. When the user selects a malfunction or trouble and enters an alarm number, the information displayed on the screen is sent to the incident response support device 100. When the incident response support device 100 performs the knowledge search process P12 described later, and the search results are received by the communication terminal 200, the communication terminal 200 displays a search results screen after the search input screen. The search results screen displays the relevant manual section, guidance video, and troubleshooting history for the malfunction. The end user selects the manual, guidance video, and troubleshooting history corresponding to the malfunction of the machine tool to obtain know-how information for the malfunction. Knowledge search is used to identify responses to incidents, as explained in Figure 2.

[0054] (2) Inquiry management process P11 When the incident response support device 100 receives inquiry information, it performs inquiry management processing P11. In the inquiry management process P11, the reception unit 1212 shown in Figure 6 receives the inquiry information, outputs the inquiry information as an inquiry log to the business log collection unit 1222, and the business log collection unit 1222 stores the inquiry log in the business log storage unit 1322 for the end user. In addition, in the inquiry management process P11, the reception unit 1212 transmits the inquiry information to the service provider's communication terminal 300 via the communication unit 110, outputs it as an inquiry log to the business log collection unit 1222, and the business log collection unit 1222 stores the inquiry log in the business log storage unit 1332 for the service provider. Upon receiving the inquiry information, the service provider's communication terminal 300 performs the inquiry management process P31 to sales processing P36 described later.

[0055] (3) Knowledge search processing P12 When the incident response support device 100 receives the information necessary for knowledge retrieval from the communication terminal 200, it performs knowledge retrieval processing P12. In the knowledge search process P12, the reception unit 1212 shown in Figure 6 receives the information necessary for the knowledge search and outputs the knowledge search information to the knowledge search unit 1213G. The knowledge search unit 1213G outputs the knowledge search information to the knowledge information search unit 1223I, which searches the knowledge search database 140, including the manual storage unit 1333G. The knowledge information search unit 1223I corresponds to the search unit.

[0056] The knowledge information retrieval unit 1223I outputs the obtained search results to the knowledge retrieval unit 1213G. The knowledge retrieval unit 1213G outputs the search results information as a search log to the business log collection unit 1222, and the business log collection unit 1222 stores the search log in the business log storage unit 1322 for end users. In addition, during the knowledge retrieval process P12, the communication unit 110 transmits the search results information to the communication terminal 200. The knowledge information retrieval unit 1223I can reflect the search evaluation of at least one of the end user and the service provider in subsequent search results. For example, the knowledge information retrieval unit 1223I can change the display order of content according to the quality of the search evaluation by the end user and the service provider. Specifically, the knowledge information retrieval unit 1223I can change the display order of multiple troubleshooting histories, the display order of multiple manuals, and the display order of multiple guidance videos.

[0057] 2. Spare parts purchase process P22, Equipment component management process P13 (1) Spare parts purchase process P22 The spare parts purchase process P22 can involve, for example, situations where the end user knows which part is causing the failure and purchases a spare part, or situations where the end user uses a knowledge search to determine which part is causing the failure and then purchases a spare part. If an end user wishes to purchase spare parts, they select "Purchase Parts." The communication terminal 200 then displays the parts purchase screen shown in Figure 13. As shown in Figure 13, the display screen shows the search target product consisting of the model name and serial number, as well as a list of components. The component list shows the part name and price, and also displays an input field for the purchase quantity. When the purchase quantity is entered by the end user, the communication terminal 200 transmits the information necessary for purchasing spare parts to the incident response support device 100.

[0058] (2) Equipment component management process P13 When the incident response support device 100 receives the information necessary for purchasing parts, it performs the equipment component management process P13. In the equipment component management process P13, the reception unit 1212 shown in Figure 6 receives the information necessary for purchasing parts and transmits it to the service provider's communication terminal 300 via the communication unit 110. If the service provider has spare parts in stock, they will accept the order and send sales information such as delivery dates to the incident response support device 100. When the incident response support device 100 receives sales information such as delivery dates, it outputs it as a parts sales log to the business log collection unit 1222, and the business log collection unit 1222 stores the parts sales log in the business log storage unit 1332 for service providers. It also transmits the received sales information such as delivery dates to the communication terminal 200, outputs it as a parts purchase log to the business log collection unit 1222, and the business log collection unit 1222 stores the parts purchase log in the business log storage unit 1322 for end users.

[0059] 3. Action Plan Processing P23, Schedule Adjustment Processing P14 (1) Response planning process P23 When the communication terminal 200 performs the spare parts purchase process P22, it receives information from the incident response support device 100, such as the name, quantity, invoice amount, and expected delivery date of the spare parts, and displays this information on the display screen. The end user plans the replacement schedule for spare parts based on the information displayed on the screen. Furthermore, when an end-user makes an inquiry or an end-user requests a service provider to arrange for spare parts and dispatch a service worker (including remotely) at the service provider's site (as described later in the spare parts sales process P33 and personnel adjustment P34 at the service provider's site), the communication terminal 200 receives information from the incident response support device 100, such as the name, quantity, and billing amount of the spare parts, and the scheduled dispatch date of the service worker, and displays it on the display screen. Based on the information displayed on the screen, end users can plan the replacement of spare parts by service personnel, or schedule the replacement of their own spare parts as remotely instructed by service personnel.

[0060] (2) Schedule adjustment process P14 When the incident response support device 100 receives information such as the scheduled dispatch date of service personnel from the communication terminal 300, it performs scheduling processing P14. In the scheduling process P14, the reception unit 1212 shown in Figure 6 receives information such as the scheduled dispatch date of the service personnel and transmits this information to the communication terminal 200 via the communication unit 110. If the communication terminal 200 confirms the scheduled dispatch date for the service personnel, the incident response support device 100 receives the information, such as the scheduled dispatch date, and outputs it as a dispatch log to the business log collection unit 1222. The business log collection unit 1222 then stores the dispatch log in the business log storage unit 1322 for the end user. The device also transmits the received information, such as the scheduled dispatch date, to the communication terminal 300, outputs it as a dispatch log to the business log collection unit 1222, and the business log collection unit 1222 stores the dispatch log in the business log storage unit 1332 for the service provider.

[0061] 4. Implemented processing P24, Remote processing P15 (1) Implementing the corrective action P24 When repairing a machine tool malfunction remotely, a service technician remotely operates the communication terminal 200. For example, the end user can share images of the machine tool captured by the camera on the communication terminal 200 with the service technician, allowing the end user to replace spare parts. The communication terminal 300 stores the images of the machine tool as a video recording and stores the instruction manuals and other materials used during the remote repair as content records.

[0062] (2) Remote processing P15 When the incident response support device 100 receives information from the communication terminal 300 regarding remote support provided by service personnel, such as video recordings and usage content records, it performs remote processing P15. In remote processing P15, the reception unit 1212 shown in Figure 6 receives information such as recording records and usage content records, and transmits this information to the communication terminal 200 via the communication unit 110. Furthermore, when the incident response support device 100 receives information such as video recordings and usage content records, it outputs them as remote support logs to the business log collection unit 1222, and the business log collection unit 1222 stores the remote support logs in the business log storage unit 1332 for service providers. In addition, the incident response support device 100 outputs the received information such as video recordings and usage content records as remote support logs to the business log collection unit 1222, and the business log collection unit 1222 stores them in the business log storage unit 1322 for end users.

[0063] 5. Acceptance process P25, work report P16 (1) Acceptance process P25 When a service technician remotely instructs an end-user to repair a machine tool malfunction, the end-user inspects the repaired work. Alternatively, when a service technician travels to the end-user's factory site to repair a machine tool malfunction, the end-user receives a work report transmitted from the incident response support device 100 via a communication terminal 200, and inspects the repaired work based on the report.

[0064] (2) Work report processing P16 When the incident response support device 100 receives information about the work details from a service worker via the communication terminal 300, it performs work report processing P16. In the work report processing P16, the reception unit 1212 shown in Figure 6 receives the work report information and transmits the work report information to the communication terminal 200 via the communication unit 110. When the incident response support device 100 receives work report information, it outputs it as a report log to the business log collection unit 1222, and the business log collection unit 1222 stores the report log in the business log storage unit 1332 for the service provider. In addition, it transmits the received work report information to the communication terminal 200 and outputs it as a report log to the business log collection unit 1222, which stores it in the business log storage unit 1322 for the end user.

[0065] 6. Payment Processing P26, Sales / Payment Processing P17 (Payment processing P26) If the end user is satisfied with the repair work, they will send the payment, and the communication terminal 200 will transmit the payment information entered by the user, such as the recipient, sender, amount, and date of payment, to the incident response support device 100.

[0066] (Sales / Payment Processing P17) When the incident response support device 100 receives payment information from the communication terminal 200, it performs sales / payment processing P17. In the sales / payment processing P17, the reception unit 1212 shown in Figure 6 receives payment information and transmits it to the communication terminal 300 via the communication unit 110. When the incident response support device 100 receives payment information, it outputs it as a payment log to the business log collection unit 1222, which then stores the payment log in the business log storage unit 1322 for end users. In addition, the received payment information is output as a sales log to the business log collection unit 1222, which then stores it in the business log storage unit 1332 for service providers.

[0067] <Processing by service provider site X2 and incident response support device 100> The following describes the knowledge search process P12 and equipment component management process P13 of the incident response support device 100, which correspond to the inquiry reception process P31 to sales processing P36, the response consideration process P32, and the spare parts sales process P33 on the service provider site X2 side. The inquiry management process P11 and the scheduling process P14 to sales / payment process P17 were explained in the section on <Processing at end-user site X1 and incident response support device 100>, so the processing related to service provider site X2 has also been explained and will be omitted from this explanation.

[0068] 1. Inquiry reception processing P31 When the service provider's communication terminal 300 receives inquiry information from the incident response support device 100, it displays the inquiry information on its display screen. By viewing the display screen, the service provider learns about the occurrence and details of the incident.

[0069] 2. Response planning process P32 and knowledge search process P12 (1) Processing of countermeasures P32 If the service provider reviews the inquiry information and determines that a knowledge search is necessary, they operate the communication terminal 300 to receive a web-based user interface function from the incident response support device 100 and display the service selection screen shown in Figure 10. When the service provider selects "Knowledge Search," the communication terminal 300 displays a screen for entering the information necessary for the knowledge search and transmits the information entered by the service provider to the incident response support device 100. Please note that the screen for selecting the service to use, and the screen displayed after selecting "Knowledge Search," have already been explained in the corresponding selection process on page 21, so we will omit further explanation here. The response planning process P32 includes identifying the cause of the incident and identifying the appropriate response to the incident, as explained in Figure 2.

[0070] The service provider can, if necessary, select "Asset Information Management" on the service selection screen to view the equipment record. When "Asset Information Management" is selected on the service selection screen, the reception unit 1212 sends a read command to the asset management unit 1223F via the equipment record unit 1213E. The asset management unit 1223F reads the equipment record from the asset storage unit 1333D. The information in the equipment record is sent via the asset management unit 1223F and the equipment record unit 1213E to the communication unit 110, or to the service provider's communication terminal 300. The communication terminal 300 displays the equipment record. The equipment record includes photographs of the machine tool, the condition of the machine tool's components (e.g., recommended lifespan of ATC, spindle, etc., and elapsed time to date), the condition of consumables (e.g., recommended lifespan of filter elements, batteries, etc., and elapsed time to date), and the condition of the machine tool (e.g., years of operation, availability of parts, type (e.g., 5-axis), model, model number, repair history, etc.). (2) Knowledge search processing P12 When the incident response support device 100 receives the information necessary for knowledge retrieval from the communication terminal 300, it performs knowledge retrieval processing P12. In the knowledge search process P12, the reception unit 1212 shown in Figure 6 receives the information necessary for the knowledge search and outputs the knowledge search information to the knowledge search unit 1213G. The knowledge search unit 1213G outputs the knowledge search information to the knowledge information search unit 1223I, which searches the manual storage unit 1333G and the knowledge search database 140. The knowledge information search unit 1223I outputs the obtained search result information to the knowledge search unit 1213G. The knowledge search unit 1213G outputs the search result information as a search log to the business log collection unit 1222, which stores the search log in the business log storage unit 1332 for the service provider. In addition, in the knowledge search process P12, the communication unit 110 transmits the search result information to the communication terminal 300.

[0071] 3. Spare parts sales processing P33 and equipment component management processing P13 (1) Spare parts sales processing P33 If the service provider determines which part is causing the malfunction by reviewing the inquiry information, or if the service provider determines which part is causing the malfunction through a knowledge search, the service provider will provide a quote for the spare part, and if the end user approves, the service provider will operate the communication terminal 300 to transmit the sales information for the spare part (spare part information such as part name, price, delivery date, etc.) to the incident response support device 100. (2) Equipment component management process P13 When the incident response support device 100 receives sales information such as delivery dates, it outputs it as a parts sales log to the business log collection unit 1222, and the business log collection unit 1222 stores the parts sales log in the business log storage unit 1332 for service providers. It also transmits the received sales information such as delivery dates to the communication terminal 200, outputs it as a parts purchase log to the business log collection unit 1222, and the business log collection unit 1222 stores the parts purchase log in the business log storage unit 1322 for end users.

[0072] 4. Personnel adjustment process P34 The service provider determines whether it is necessary to dispatch a service worker to resolve the cause of the malfunction. If it is determined that dispatch is necessary, the service provider inquires with the end user about the need for dispatch. Once consent for dispatch is obtained, the service provider transmits information such as the scheduled dispatch date of the service worker to the incident response support device 100 by operating the communication terminal 300.

[0073] 5. Dispatch Processing P35 Service personnel will either travel directly to the end-user site X1 or work remotely with the end-user to repair machine tool malfunctions. When repairing machine tool malfunctions remotely, the service personnel will operate the communication terminal 200 remotely, for example, by sharing images of the machine tool captured by the camera on the communication terminal 200 with the end-user, while the end-user replaces spare parts. The communication terminal 300 will record images of the machine tool or parts as a work report and store instruction manuals or other documents used during the remote work as content records.

[0074] The recording of work reports is done as follows: The service provider operates the communication terminal 300 and receives a web-based user interface function from the incident response support device 100 to display the service selection screen shown in Figure 10. When the service provider selects "Register Maintenance History," the communication terminal 300 displays the repair information editing screen shown in Figures 14 and 15. The service technician enters the person in charge, fault location, start date and time, end date and time, fault / maintenance details, cause, countermeasures / processing details, and permanent solution plan on the repair information editing screen shown in Figure 14, and attaches images of the machine tool or part and a detailed report. Figure 15 shows a portion of the display screen after the necessary information has been entered into the display screen of Figure 14.

[0075] 6. Sales Processing P36 The service provider is notified that payment has been completed when the service worker finishes their work, the communication terminal 300 receives payment information from the incident response support device 100, and the payment information is displayed on the display screen.

[0076] <Data sharing processing of incident response support device 100> The business log storage unit 1332 for service providers and the business log storage unit 1322 for end users share data with each other. Then, once data sharing is complete, the incident response support device 100, through its service management unit 122, stores the business log data that has been previously approved for disclosure by the service provider and the business log data that has been approved for disclosure by the end user as knowledge information in the knowledge search database 140.

[0077] According to the embodiment described above, incident response logs from both end-users and service providers can be managed collectively in a knowledge search database. This allows for understanding the time taken at each stage and linking it to improvement activities. Since incident response logs are recorded at each stage, sufficient know-how can be built, and necessary information can be retrieved from the database.

[0078] (modified version) The embodiments described above describe a case where a QR code (registered trademark) is attached to a machine tool or industrial robot, but are not limited to this, and other two-dimensional codes or barcodes may also be used. Alternatively, instead of using a QR code (registered trademark), the end user may enter the name and serial number of the machine tool or industrial robot into the input screen. Furthermore, although the incident response support device 100 is described as issuing a ticket and creating a ticket ID, the end user's communication terminal 200 may also issue a ticket, create a ticket ID, and transmit it to the incident response support device 100.

[0079] The functional blocks included in the incident response support device in this embodiment have been described above.

[0080] To implement these functional blocks, the incident response support device can be implemented using hardware, software, or a combination thereof. Here, implementation by software means that it is implemented by a computer loading and executing a program.

[0081] Programs can be stored and supplied to a computer using various types of non-transitory computer-readable media. Non-transitory computer-readable media include various types of tangible storage media. Examples of non-transitory computer-readable media include magnetic storage media (e.g., hard disk drives), magneto-optical storage media (e.g., magneto-optical disks), CD-ROMs (Read Only Memory), CD-Rs, CD-R / Ws, and semiconductor memory (e.g., mask ROMs, PROMs (Programmable ROMs), EPROMs (Erasable PROMs), flash ROMs, and RAMs (random access memory)). Alternatively, programs may be supplied to a computer using various types of transient computer-readable media.

[0082] In order to realize the functional blocks included in the incident response support device in this embodiment, each incident response support device specifically includes a processing unit such as a CPU (Central Processing Unit). The incident response support device also includes an auxiliary storage device such as an HDD (Hard Disk Drive) that stores application software or various control programs such as an OS (Operating System), and a main memory such as RAM (Random Access Memory) for storing data temporarily required for the processing unit to execute the program.

[0083] In the incident response support device, the processing unit reads application software or an operating system from the auxiliary storage device, expands the read application software or OS into the main memory, and performs calculations based on this application software or OS. Furthermore, it controls various hardware components of each device based on the results of these calculations. This realizes the functional blocks of this embodiment.

[0084] While the embodiments described above are preferred embodiments of the present invention, the scope of the present invention is not limited to these embodiments, and various modifications can be made to implement the invention without departing from the spirit of the invention.

[0085] The incident response support device and incident management system described herein can take various forms, including the embodiments described above, having the following configurations. (1) An incident response support device (e.g., incident response support device 100) connected to a first communication terminal (e.g., communication terminal 200) of an end user on which a machine and / or device (e.g., machine tool 210, industrial robot 220) is operating, and to at least one second communication terminal (e.g., communication terminals 300, 400) of a service provider including the manufacturer of the machine and / or device, for supporting the service provider in resolving an incident occurring at the end user's site, An incident response log management unit (for example, application unit 121) that associates incident response logs at each stage of the process at the end user and the service provider with an incident ID in order to respond to the aforementioned incident, A first incident response log storage unit (for example, a business log storage unit 1322) records the incident response log for each process at the end user, which is linked to the aforementioned incident ID. A second incident response log storage unit (for example, business log storage units 1332, 1342) which records the incident response log for each process at the service provider, linked to the aforementioned incident ID, A database (for example, a knowledge search database 140) is recorded by integrating at least a portion of the incident response logs stored in the first incident response log storage unit and at least a portion of the incident response logs stored in the second incident response log storage unit. An incident response support device equipped with this feature. This incident response support device allows for the centralized management of incident response logs from both end-users and service providers in a database. This enables tracking the time spent at each stage and linking it to improvement activities. Since incident response logs are recorded at each stage, sufficient know-how can be built, and necessary information can be retrieved from the database.

[0086] (2) The incident response support device according to (1) above, comprising an incident ID creation unit (for example, a reception unit 1212) that creates an incident ID unique to the incident.

[0087] (3) The incident response support device described in (1) or (2) above, wherein at least one of the processes at the end user and at the service provider includes at least one of the following: inquiry reception, response consideration, knowledge search, parts ordering and receiving, service personnel dispatch scheduling, remote support, work reporting, and payment processing.

[0088] (4) An incident response support device according to any one of (1) to (3) above, comprising a search unit (e.g., a knowledge information search unit 1223I) that searches the database for content relating to the machine and / or device based on information relating to the machine and / or device.

[0089] (5) The incident response support device described in (4) above, wherein the search unit reflects the search evaluation of at least one of the end user and the service provider in subsequent search results.

[0090] (6) The first communication terminal of an end user on which the machine and / or device operates (e.g., communication terminal 200), At least one second communication terminal (e.g., communication terminals 300, 400) of the service provider, including the manufacturer of the machine and / or device, An incident response support device according to any one of claims 1 to 5 (for example, an incident response support device 100) connected to the first communication terminal and the second communication terminal, An incident management system (for example, incident management system 10) is provided. This incident management system allows for the centralized management of incident response logs for both end-users and service providers in a single database. This enables tracking the time spent at each stage and linking it to improvement activities. Since incident response logs are recorded at each stage, sufficient expertise can be built, and necessary information can be retrieved from the database. [Explanation of Symbols]

[0091] 10. Incident Management System 100 Incident Response Support Devices 110 Communications Department 120 Control Unit 121 Application Department 122 Service Management Department 130 Storage section 131 Program Storage Unit 132 End-user storage unit 133 Service Provider Storage Unit 134 Service Provider Storage Unit 140 Integrated Databases 200 communication terminals 210 Machine tools 220 Industrial Robots 300 communication terminals 400 communication terminals 500 communication lines

Claims

1. An incident response support device connected to a first communication terminal of an end user on which a machine and / or device operates, and to at least one second communication terminal of a service provider which is the manufacturer of the machine and / or device, a field service provider for the machine and / or device, and / or a trading company that sells the machine, for supporting the service provider in resolving an incident occurring at the end user's site, An incident response log management unit that associates incident response logs from the end user and the service provider with an incident ID in order to respond to the aforementioned incident, A first incident response log storage unit, which records the incident response log of the end user, linked to the aforementioned incident ID, A second incident response log storage unit, which records the incident response log at the service provider, linked to the aforementioned incident ID, A database that integrates and records the data from the incident response logs stored in the first incident response log storage unit that has been authorized to be made public by the end user, and the data from the incident response logs stored in the second incident response log storage unit that has been authorized to be made public by the service provider, Equipped with, The incident response log at the end user is a history of information exchanged between the first communication terminal and the incident response support device from the occurrence of the incident to its resolution. The incident response log at the service provider is a history of information exchanged between the at least one second communication terminal and the incident response support device from the occurrence of the incident to its resolution. The database is used by the end user or the service provider to identify at least one of the following: the phenomenon of the incident, the cause of the incident, and the response to the incident. Incident response support device.

2. The incident response support device according to claim 1, further comprising an incident ID creation unit that creates an incident ID unique to the incident.

3. The incident response support device according to claim 1 or 2, wherein the processing performed by at least one of the end user and the service provider from the occurrence of the incident to the resolution of the incident includes at least one of inquiry reception, response consideration, knowledge search, parts ordering and receiving, service personnel dispatch scheduling, remote support, work reporting and payment processing.

4. An incident response support device according to any one of claims 1 to 3, comprising a search unit that searches for content relating to the machine and / or device from the database based on information relating to the machine and / or device.

5. The incident response support device according to claim 4, wherein the search unit reflects the search evaluation of at least one of the end user and the service provider in subsequent search results.

6. The machine and / or device operates on the end user's first communication terminal, At least one second communication terminal of a service provider which is the manufacturer of the machine and / or device, the field service provider of the machine and / or device, and / or a trading company that sells the machine, An incident response support device according to any one of claims 1 to 5, connected to the first communication terminal and the second communication terminal, An incident management system equipped with the following features.

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