WO2003079255A1 - Systeme de service de gestion de maintenance, dispositif de serveur, dispositif de terminal, programme, support d'enregistrement et procede de traitement d'un systeme de service de gestion de maintenance - Google Patents
Systeme de service de gestion de maintenance, dispositif de serveur, dispositif de terminal, programme, support d'enregistrement et procede de traitement d'un systeme de service de gestion de maintenance Download PDFInfo
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- WO2003079255A1 WO2003079255A1 PCT/JP2003/003285 JP0303285W WO03079255A1 WO 2003079255 A1 WO2003079255 A1 WO 2003079255A1 JP 0303285 W JP0303285 W JP 0303285W WO 03079255 A1 WO03079255 A1 WO 03079255A1
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- maintenance
- point
- storage means
- information
- maintenance management
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0207—Discounts or incentives, e.g. coupons or rebates
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0207—Discounts or incentives, e.g. coupons or rebates
- G06Q30/0208—Trade or exchange of goods or services in exchange for incentives or rewards
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0207—Discounts or incentives, e.g. coupons or rebates
- G06Q30/0212—Chance discounts or incentives
Definitions
- a maintenance management point service system a server device, a terminal device, a program, a recording medium, and a method of processing a maintenance management pointing service system TECHNICAL FIELD
- the present invention relates to a system for providing a maintenance management service such as a semiconductor manufacturing apparatus. , Server, terminal equipment, program, record, and management method of maintenance main service.
- a maintenance management service such as a semiconductor manufacturing apparatus.
- Server terminal equipment, program, record, and management method of maintenance main service.
- a terminal device on the customer side to which a device to be subjected to maintenance management is connected, and a server device for providing maintenance management services are connected bi-directionally communicable via a network, and the terminal device collects status information including at least information on whether the device is powered on or not from the device to be subjected to maintenance management.
- Status information is transmitted via the network in response to a request from the server device, and the server device comprises a status voice storing means for storing a point generated based on the status information, and for a predetermined time Each time, status information is received from the terminal device, and it is determined based on the status information whether the device subject to maintenance management is in an energized state or not. If it is determined that the state is updated by adding a predetermined Bointo the status Boyne preparative storage means, the status point if it is determined that no energized
- a maintenance management point service system is provided which is characterized in that the points of the storage means are not updated.
- the server device further comprises maintenance request storage means for storing information as to whether or not the customer side requests maintenance, and the maintenance request is made based on the information stored in the maintenance request storage means. It is preferable not to update the point of the status point storage means if it is determined that it has occurred. According to this, when a request for maintenance is requested, for example, when a customer's manufacturing device breaks down,
- the status information is a device to be further subjected to maintenance management. If the server device determines that the device subject to maintenance management is in an abnormal state based on the status information from the terminal device, the server device It is preferable not to renew points. As a result, points are not added when, for example, the customer's manufacturing device is in an abnormal state where some sort of trouble has occurred.
- a terminal device on the customer side to which a device to be subjected to maintenance management is connected and a server device for providing maintenance management services
- the terminal device is connected so as to be capable of bi-directional communication via a network, and transmits maintenance information including the type of maintenance method performed on the customer side to the server device, and the server device is based on the maintenance information.
- a maintenance point storage means for storing a point generated and a maintenance point setting storage means for storing a point set corresponding to the type of the maintenance method, and the maintenance method from the maintenance information received from the terminal device Acquiring the type of the maintenance method, searching for a point corresponding to the type of the maintenance method based on the maintenance point setting storage unit, and storing the retrieved point in the maintenance main storage unit
- Maintenance Poin door service system is provided for the butterflies. According to this, the customer will generate a wrinkle corresponding to the type of maintenance performed by the customer. In this way, the customer can do maintenance as much as possible and try to save points, so the customer can be encouraged to perform maintenance, and the burden on the service staff can be reduced.
- Restart point information including information is transmitted to the server device, and the server device stores a point storage means for storing a point generated based on a result of the execution of the restart information. And a point setting storage means for storing a preset point corresponding to the number of the specific range to be used, and when restart information is received from the terminal device, random numbers are stored within the specific range.
- a maintenance management service service system characterized in that the points corresponding to the number are retrieved from the base point setting storage means, and the retrieved points are stored in the base point storage means. According to this, for example, the pointer is set to 0 when the stick is removed from the stick point setting storage means, and if the designated point is set when the stick is hit, the customer of the manufacturing apparatus is set.
- a server device for providing maintenance management services wherein a terminal device on the customer side to which a device to be subjected to maintenance management is connected is provided. Based on status information that is connected via a network so as to enable bi-directional communication, and the terminal device collects information from devices targeted for maintenance and management, including at least the information on whether the device is powered or not.
- Status point storage means for storing the main issue that occurs and receiving status information from the terminal via the network at predetermined time intervals, and subject to maintenance management based on the status information If it is determined that the device is in the power-on state, and if it is determined that the device is in the power-on state, predetermined points are added to the status main storage unit and updated, and it is determined that the device is not in the power-on state.
- a server apparatus is provided which is characterized in that the status flag does not update the status flag of the storage means.
- a maintenance request storage means for storing information as to whether or not there is a request for maintenance from the customer side is provided, and it is determined that the maintenance request has been made based on the information stored in the maintenance request storage means. Do not update the status point storage means
- the status information further includes information as to whether or not the device subject to maintenance management is abnormal, and the device subject to maintenance management based on the status information from the terminal device is abnormal status. If it is determined that this is the case, it is preferable not to update the points of the status point storage means. In this way, the customer can encourage the customer to conduct maintenance in order to perform maintenance and save points so that the customer does not limit calls as much as possible and maintain the normal state as much as possible. It is possible to reduce the burden on service personnel.
- a server apparatus for providing maintenance management service wherein a customer-side terminal apparatus to which an apparatus subject to maintenance management is connected is a network. It is connected to enable bi-directional communication via the interface, and supports maintenance point storage means that stores points generated based on maintenance information including the type of maintenance method performed by the customer, and supports the type of maintenance method. Maintenance point setting memory means for storing the set point, and acquiring the type of the maintenance method from the maintenance information received from the terminal device; There is provided a server apparatus characterized by storing a point retrieved based on a maintenance point setting storage means in the maintenance point storage means.
- a server device for providing maintenance management services wherein a terminal device on the customer side to which a device to be subjected to maintenance management is connected is provided.
- the point storage means for storing the volume generated based on the result of the same, and the point setting storage means for storing the predetermined volume corresponding to the number of specific ranges used for the stroke
- the restart information is received from the terminal device, a random number is generated within the specific range, the voice corresponding to the random number is searched from the point setting memory means, and the searched point is stored.
- Server apparatus is provided, which comprises memorize the unit. In this way, the customer tries to pay points to collect points, so the customer can be encouraged to perform maintenance themselves, and the burden on the service staff can be reduced.
- a terminal device on the customer side to which a device to be subjected to maintenance management is connected and a server device providing maintenance management service is a network. It is connected to enable bi-directional communication via the network and collects status information including at least the information on whether the device is powered on or not from the device subject to maintenance management.
- a terminal device on the customer side to which a device to be subjected to maintenance management is connected and a server device providing maintenance management service is a network.
- a terminal measure is provided, which is connected to be able to perform bi-directional communication via the terminal and transmits maintenance information including the type of the maintenance method performed by the customer to the server device. It is possible to notify the server apparatus of information that is a factor in determining whether or not to generate a boyn based on the type of maintenance, for example, information of the type of maintenance performed by the customer.
- a terminal device on the customer side to which a device to be subjected to maintenance management is connected and a server device that performs maintenance management service is a network. It is connected via bi-directional communication, monitors whether or not the device subject to maintenance management has been restarted, and restart information including information indicating that the device has been restarted if it is determined that the device has been restarted.
- a terminal device is provided, characterized in that: the terminal device is transmitted to the server device. It is possible to notify the server device of information that triggers execution of a game, for example, information that the manufacturing device has been restarted.
- a program for providing a client with a maintenance and management service A terminal device on the customer side to which a computer subject to maintenance management is connected via a network is connected bi-directionally communicable via a network, and the terminal device is collected from the devices subject to maintenance management
- a server device having status point storage means for storing a point generated based on status information including at least information on whether or not the device is in an energized state, and the status information is stored in the terminal device at predetermined time intervals.
- the status point storage means A server that updates a point by adding a predetermined point, and does not update the point of the status point storage means when it is determined that it is not in the energized state
- a program is provided which causes the device to function. This makes it possible, for example, to make the computer function as a server device so that a bonus as a bonus will be collected if the power-on state of the manufacturing device is continuing.
- a program for providing a client with a maintenance management service comprising: A terminal device on the customer side is connected so as to be capable of bi-directional communication via a network, and a maintenance point storage means for storing points generated based on maintenance information including the type of maintenance method performed on the customer side And a maintenance point setting storage unit that stores points set according to the type of maintenance method, and the type of maintenance method is acquired from the maintenance information received from the terminal device.
- the system corresponding to the type of maintenance method was searched based on the maintenance point setting storage means, and was searched
- a program is provided which functions as a server apparatus for storing a point in the maintenance point storage means.
- a program for providing a client with a maintenance management service for a customer wherein a computer is connected to a device to be a target of maintenance management.
- a terminal device on the customer side is connected so as to be capable of bi-directional communication via a network, and it is notified that restart information including information indicating that a device to be subjected to maintenance management has been restarted is received from the terminal device.
- a voicing point storage means for storing the voants generated based on the result of the peening stroke, and a votion setting for memorizing preset points in correspondence with the number of specific ranges used for the voicing. It is a server device having a storage means, and when restart information is received from the terminal device, a random number is generated within the specific range, and the point corresponding to the random number is the pointer point. There is provided a program for causing a server device to function as a server device which retrieves from the setting storage means and stores the retrieved points in the database storage means.
- the computer can be made to generate a gain based on the result of the game performed in response to the restart of the manufacturing apparatus.
- a recording medium recording a program for providing a maintenance management service to a customer is a computer which is a target of maintenance management.
- the customer's terminal connected to the device can communicate bi-directionally via the network
- a status core that stores points that are generated based on status information including information on whether or not the terminal device is at least energized, which is collected from devices targeted for maintenance management.
- a server device having a status information received from the terminal device via the network at predetermined time intervals, and a device to be subjected to maintenance management based on the status information is in an energized state If it is determined that the vehicle is in the energized state, the predetermined status is stored in the status main storage unit, and if it is determined that the vehicle is not in the energized state, the status main storage unit is stored.
- a computer readable recording medium recording a program for functioning as a non-updating server device is provided. This allows the computer to function as a server device so that, for example, if the power supply state of the manufacturing device continues, the points as a benefit will be accumulated.
- a recording medium recording a program for providing a maintenance management service to a customer is a computer which is a target of maintenance management.
- the customer's side terminal device connected with the device is connected bi-directionally communicable via the network, and stores the information generated on the basis of the maintenance information including the type of the maintenance method performed by the customer.
- a server device comprising a maintenance point storage means and a maintenance point setting storage means for storing a point set corresponding to a type of maintenance method, wherein the type of maintenance method is determined from the maintenance information received from the terminal device.
- the point corresponding to the type of maintenance method is retrieved based on the maintenance point setting storage means, and the retrieved point is recorded in the maintenance point storage means.
- a recording medium recording a program for providing a maintenance management point service to a customer is a computer and is a target of maintenance management.
- a terminal device on the customer side to which the device is connected is connected via a network so as to enable two-way communication, and the terminal includes restart information including information indicating that the device targeted for maintenance management has been restarted. It is preset according to the number of specific range used for the mouse and the pin point storage means that memorizes the pot generated based on the result of the mouse that is triggered by the reception from the device.
- a server device having a save setting information storage means for storing a voice frame, which receives restart information from the terminal device, generates a random number within the specific range, and a point corresponding to the random number
- a computer readable recording medium recording a program that functions as a server device that searches for a point from the above-mentioned point setting storage means and stores the found point in the point point storage means.
- the computer can be functioned to generate a lipopint based on the result of the process performed in response to the restart of the manufacturing apparatus.
- a terminal device on the customer side to which a device to be subjected to maintenance management is connected and a server device for providing maintenance management services Enables two-way communication via the network
- the terminal device collects and collects status information including at least information on whether the device is energized or not from the device to be subjected to maintenance management.
- Status information is transmitted via the network in response to a request from the server apparatus, the server apparatus includes status-main storage means for storing a main message generated on the basis of the status information; Each time, status information is received from the terminal device, and it is determined whether or not the device to be subjected to maintenance management is in the energized state based on the status information, and if it is determined that the device is in the energized state. If it is determined that the point storage means is updated by adding a predetermined point, and it is determined that the power is not in the state storage, Processing method maintenance Boyne preparative service system characterized in that it does not update the point I is provided.
- a terminal device on the customer side to which a device to be subjected to maintenance management is connected and a server device for providing maintenance management services It is a processing method of a maintenance management main service system connected bi-directionally communicable via a network, wherein the terminal device transmits, to the server device, maintenance information including the type of maintenance method performed on the customer side.
- the maintenance server stores the maintenance point storage means for storing the points generated based on the maintenance information, and the maintenance point setting memory for storing the volume set corresponding to the type of the maintenance method.
- Storage means acquiring the type of the maintenance method from the maintenance information received from the terminal device, searching for a point corresponding to the type of the maintenance method based on the maintenance point setting storage means, and searching for the searched point.
- a processing method of a maintenance management service system characterized by storing in the above-mentioned maintenance point storage means. In this way, the customer can do maintenance as much as possible to save more points, so the customer can be encouraged to perform maintenance themselves, and the burden on the service staff can be reduced.
- a terminal device on the customer side to which a device to be subjected to maintenance management is connected, and a server device for providing maintenance management services A processing method of a maintenance management service system connected bi-directionally communicable via a network, wherein the terminal device monitors whether or not a device to be subjected to maintenance management has been restarted and restarted. If it is determined that the server device is restarted, restart information including information indicating that it has been restarted is transmitted to the server device, and the server device generates a point that is generated based on the result of the command performed with the restart information as a trigger.
- It has a coin point storage means for storing and a point setting storage means for storing a preset point corresponding to the number of specific ranges to be used for the brain, and the restart information from the terminal device is stored. Receiving Then, a random number is generated within the specific range, a point corresponding to the random number is retrieved from the point setting storage means, and the retrieved point is stored in the point storage means.
- a management point service system processing method is provided. In this way, the customer can encourage the customer to carry out maintenance in order to save the points by putting a stick, which reduces the burden on the service personnel. Can.
- FIG. 1 is a block diagram showing a configuration of a maintenance management service system according to an embodiment of the present invention.
- FIG. 2 is a block diagram showing the configuration of the terminal apparatus according to the present embodiment.
- FIG. 3 is a block diagram showing the configuration of the server according to the present embodiment.
- FIG. 4 is a view showing an example of a stem data table according to the present embodiment.
- FIG. 5 is a diagram showing the configuration of various databases according to the present embodiment.
- FIG. 6 is a diagram showing an example of a customer information management database according to the present embodiment.
- FIG. 7 is a diagram showing an example of the status point information management database according to the present embodiment.
- FIG. 8 is a view showing an example of the status point information screen displayed on the display means of the server according to the present embodiment.
- FIG. 9 is a view showing an example of a maintenance main information management database according to the present embodiment.
- FIG. 10 is a diagram showing an example of a round point information management database according to the present embodiment.
- FIG. 11 is a diagram showing an example of the accumulated point information management database according to the present embodiment.
- FIG. 12 is a view showing an example of a maintenance method instruction information management database according to the present embodiment.
- FIG. 13 is a diagram showing an operation flow of processing of the server regarding the occurrence of the status point according to the present embodiment.
- Figure 14 relates to the occurrence of maintenance points according to the present embodiment. It is a figure which shows the operation
- FIG. 15 is a view showing an example of a content menu screen displayed on the display means of the server according to the present embodiment.
- FIG. 16 is a view showing an example of a maintenance method list screen displayed on the display means of the server according to the present embodiment.
- FIG. 17 is a diagram showing an example of the maintenance method explanation screen displayed on the display means of the server according to the present embodiment.
- FIG. 18 is a diagram showing an operation flow of the processing of the terminal apparatus and the processing of the server regarding the occurrence of the twin bone wrinkle according to the present embodiment.
- FIG. 19 is a diagram showing an operation flow of calculation processing of accumulated points performed by the server according to the present embodiment.
- FIG. 1 is a system configuration diagram according to the present embodiment.
- the maintenance management point service system 10 is a factory that manufactures semiconductors as a customer of manufacturing equipment 1 OOA, 100 B ..., OON, a vendor that provides maintenance management service of manufacturing equipment 200 and so on are connected via a network, for example, Internet 500, which is a network connected so as to allow two-way communication.
- the above factories 10 OA and 100 B 100 N are provided with a terminal device 110 as a customer side terminal device and a manufacturing device 120 as a device to be subjected to maintenance management.
- the terminal device 110 and each manufacturing device 120 are connected by a network such as LAN.
- the types and number of manufacturing devices 120 owned by factories 100 A and 100 B may vary depending on the factory. For example, it may be a device that performs various treatments such as etching, film formation treatment, aching, and sputtering, and it is possible to perform a plurality of treatments in one device, a so-called multi-chamber system formed into a cluster system It may be a mold manufacturing device.
- the terminal device 110 may be connected to the Internet 500 by, for example, a provider (not shown) via a firewall, and the computer constituting the terminal device 110 has a server function. Let's make it connect.
- the vendor 200 is the manufacturing equipment 120 owned by the factory 100, and the maintenance pipe of 20 It is a vendor that provides management services.
- the vendor 200 has a server 210 as a server device and computers 202, 204 and 206, which are connected by an in-house network.
- the composers 202, 204, and 206 may be considered to be computers installed in each division of the vendor 200 and each office, and the number of computers is not limited to this.
- the server 210 is connected to, for example, the Internet 500, which is a network connected so as to allow bidirectional communication.
- the above-mentioned terminal 100 of the factory 100 is transmitted from the control means 1 12 having a memory such as a CPU (central processing unit), ROM, RAM, etc., and the server 200 of the vendor 200 Display means for displaying various types of information such as display 1 1 4, input means for inputting various data 1 1 6, data collection means 1 1 7, server 2 1 0 Information, programs etc. received from server Storage means for storing information 1 8, and transmission / reception means 1 1 9 etc. for transmitting / receiving information (data) to / from the server 2 10 0 via the Internet 500.
- the memory of the control means 112 stores programs and data to be accessed by the CPU, and for example, programs stored in the storage means 118 are read out and stored as necessary.
- the above data collection means 117 collects status information of the manufacturing apparatus 120 at regular time intervals (for example, every hour).
- the status information includes the operating status information of the device and the device information.
- the server 200 of the vendor 200 is a control means having memories such as CPU (central processing unit), ROM, RAM, etc., display means such as display 2 14, various databases 2 1 6, transmission / reception means 2 1 8 for transmitting / receiving information (data) to / from the server 2 10 via the above-mentioned internet 500, etc., ⁇ the same data table 2 1 9 etc.
- the memory of the control means 212 stores programs and data to be accessed by the CPU. For example, the memory of the control means 212 may be read from the program storage database of the various databases 216 if necessary.
- the above data table 219 is used when the maintenance is completed and the manufacturing apparatus 120 is restarted.
- the loss corresponding to the number of 0 to 9 is stored in advance, and in the case of loss, Let the point be 0, and in the case of a hit, memorize the ball bone as an appropriate value.
- the data table 219 is composed of storage means such as a rewritable memory so that it can be rewritten later.
- the above-mentioned various databases 26 are, as shown in FIG.
- a customer information management database 2 16 a a status point information management database (status point storage means) 2 1 6 b, a maintenance point information management database (maintenance point storage Means, Maintenance point setting storage means) 2 16 c, Point data management database (Point point storage means, Point point storage means) 2 16 d, Cumulative point information management database 2 16 e, Maintenance method instruction information management database 2 1 6 f, content information management database 2 1 6 g, etc.
- a customer name such as a company name (which may include a factory name), a customer ID, a customer ID, a password, an address, and a customer owned database, as shown in FIG. Device information is stored.
- the owned devices are manufacturing devices to be maintained 120, etc.
- the owned devices are stored as serial numbers.
- the status point information management database 2 16 b manages point information generated based on status information such as the operating status information of the above-mentioned manufacturing apparatus 120.
- this status core information management database 2 1 6 b includes a customer name, an ID, an apparatus owned by the customer, status information of the apparatus, a fee, and an on-call information. Information), remarks etc. are stored.
- the owning device is the manufacturing device 120 to be maintained, etc.
- the owning device is stored as a serial number.
- status information for example, “No error (OK) j indicates that the system is operating without error” and “Error indicates (NG) J” indicates that the system is stopped due to an error. “Idle status” indicates that there is no abnormality but is stopped. In the case of “no abnormality (OK)”, “abnormality (NG)”, and “idle state”, there is a response (question) to the inquiry of status information to the manufacturing apparatus 120, and the power is on It is in. On the other hand, if there is no response to the inquiry about the status information because the manufacturing apparatus 120 is not in the power-on state, it may be set as “no response”. This status information is used by the server 210 via the Internet 500 every predetermined time (for example, every hour).
- a status information request (corresponding to a maintenance management information transmission request) is sent to the server 210.
- the terminal device 1 1 0 transmits the status information of each manufacturing device 1 2 0 to the server 2 1 0.
- the on-call information is information on whether the maintenance request has been made by the customer via a telephone, fax, mail, home page, etc. from the service station of the vendor that provides maintenance services. For example, if there is no maintenance request, on-call “none” information is stored, and if there is a maintenance request, “on-call” is stored.
- the status point has a predetermined point every predetermined time (for example, every hour) when energization of the manufacturing apparatus 120 continues such that the manufacturing apparatus 120 owned by the customer is operating normally.
- the status point information stored in the status point information management database 2 16 b can be displayed on the display means 2 1 4 as shown in FIG.
- blue circle, yellow circle and red circle may be displayed as status information according to the content of status.
- a blue circle may be displayed for no abnormality (OK), a yellow circle for idle state, and a red circle for abnormal (NG).
- the maintenance point information management database 2 16 c manages point information that is generated based on the maintenance information (maintenance information) performed by the customer.
- Maintenance point information management database 2 1 6 For example, as shown in Fig. 9, the name of the customer, ID, equipment that has been maintained, type of maintenance method, and maintenance point are stored in c.
- the device that has been maintained is the one in which the device that the customer himself maintained was stored as a serial number, and the type of maintenance method (type of maintenance information) is the type of maintenance method that the customer himself performed.
- the maintenance point stores a pre-set score according to the type of maintenance method performed by the customer.
- the types of maintenance methods and their maintenance points are stored in advance in the maintenance method instruction information management database 2 16 f.
- the client database for managing point information 2 1 6 d is used to manage the point information generated by the command performed when the above-mentioned manufacturing apparatus 120 is restarted by performing maintenance by the customer himself.
- a customer name, an ID, a restarted device, a game point, a restart date, etc. are stored in the database of the terminal information management database 2 16 d.
- the restarted device is the one that stores the manufacturing device maintained and restarted by the customer as a serial number.
- the point is the point that occurs depending on the result of the step performed when restarting.
- the accumulated point information management database 2 16 e manages accumulated point information obtained by adding the above points for each customer. This accumulated point information may be left as data every predetermined period, for example, every month.
- the accumulated point information management database 2 16 e stores, for example, a customer name, an ID, a month, and an accumulated point as shown in FIG. As the accumulated points, the above-mentioned status points, maintenance points, points, and totals are stored. The total is the sum of the status points, maintenance points, and points of the current month.
- Maintenance method instruction information management database f is used to manage maintenance method instruction information such as procedures for customers themselves to perform maintenance.
- This maintenance method instruction information is the maintenance instruction information for the customer.
- the type of maintenance method, the time required for maintenance, the maintenance cost, and the explanation of the maintenance method are stored in the maintenance method instruction information management database 2 16 f, for example.
- the types of maintenance methods here are hierarchical items and can be divided into major items, middle items, and small items.
- the major items store the widest concepts such as the chamber and the transfer system.
- the middle item in the case of the chamber, the upper electrode, the lower electrode, etc. are stored, and in the case of the transfer system, the transfer arm, the atmosphere side arm, the indexer, etc. are stored.
- the minor items store the types of specific maintenance methods.
- the exchange method, the cleaning method, the meditation method and the like are stored, and in the case of the transfer arm of the transfer system, the adjustment method and the cleaning method are stored.
- the maintenance required time is the time required to carry out the specific maintenance. For example, if it is the upper electrode of the chamber, the replacement method is 2 hours, the cleaning method is 1 hour, the visual inspection is 30 minutes, and if the transfer arm is a transfer arm, the adjustment method is 2.5 hours, cleaning The method is one hour.
- the maintenance point is a point given when the customer carries out the maintenance itself, and is set according to the degree of maintenance difficulty.
- the higher the maintenance time the higher the maintenance point may be set.
- set the time required for maintenance at the point of 1 hour For example, if it is 100 points per hour, if it is the upper electrode of the chamber, the replacement method is 2 hours from 2 hours, the cleaning method is 100 points from 1 hour, visual observation The inspection time is 30 minutes from 50 minutes, and if it is a transfer type transfer arm of transport system, the adjustment method is 2.5 hours from 2.5 hours, and the cleaning method is 1 hour from cleaning time. Let's say 1 0 0 points.
- Content information management database 2 1 6 g stores contents such as HTML files provided by server 2 1 0 0 and graphical files such as GIF files, files such as hypertext objects such as audio files, audio and image objects, etc. These obverse links are provided to each terminal device 110 via the Internet 500, and are displayed on the display means 214 of the terminal device 110.
- FIGS. 13 to 19 An operation flow of the optimal service selection support system according to the present embodiment will be described with reference to FIGS. 13 to 19.
- the operation of this system can typically be implemented by a program recorded on a recording medium such as a hard disk drive.
- Figure 13 shows the operation flow when giving a status point.
- the status points are given by predetermined points (for example, 1 point) at predetermined time intervals (for example, every hour) when the manufacturing apparatus 120 owned by the customer is continuously energized. However, if there is an on-call or there is an error (NG) or no response in the status information, no points will be added until these are recovered.
- This operation flow is performed for each device owned by each customer. Specifically, as shown in FIG. 13, in step S100, the server 210 determines whether or not the on-call information has been reached based on the on-call information of the status point information management database 216b. If it is determined that there is no on-call, it is determined in step S110 whether one hour has elapsed.
- step S 1 1 0 If it is determined in step S 1 1 0 that one hour has elapsed, the status information in the status point does not respond or is abnormal based on the status information of the status point information management database 2 1 6 b in step S 1 2 0 If it is determined that the status information indicates no response or no error (NG), the status point is updated in step S130. Specifically, a predetermined point (for example, one point) is added to the status point stored in the status point information of the status main information management database 2 1 6 b to obtain a new status point.
- NG no response or no error
- step S100 If it is determined at step S100 that an on call has been made, if it is determined at step S120 that the status information is abnormal (NG), both processing returns to the process of step S100. Therefore, in these cases, the status point of the status point information management database 2 1 6 b is not updated. In this way, for example, when a customer's manufacturing device breaks down, except when the status information is abnormal (NG) or when there is a request (on-call) for maintenance to be performed regardless of the presence or absence of a failure ( Exception), When the manufacturing device 120 subject to maintenance management is in the energized state, that is, as a rule, when there is some response from the manufacturing device etc. to the inquiry (request) from the terminal device Points are added each time and points are accumulated.
- the manufacturing apparatus 120 when the manufacturing apparatus 120 is in an energized state without providing an exception, for example, the status information indicates no abnormality (OK), an abnormality exists (NG), an idle state, etc. If there is any response from the manufacturing equipment 120 to the), status points may be added at regular intervals, and if there is no response, status points may not be added. As a result, for example, if the power-on state of the manufacturing device is continuing, the bonus reward as a bonus will be accumulated, and the customer will perform maintenance on his own to collect points.
- FIG. 14 shows the operation flow when providing a maintenance point.
- the maintenance point gives a set point according to the type of maintenance method when the customer carries out the maintenance by himself.
- the terminal device 110 is connected to the server 210 via, for example, an Ethernet network 500.
- a provider content page or other site on a network may access and connect to a site provided by the server 210 of the vendor 200 according to the present embodiment.
- a menu screen as shown in FIG. 15 including the explanation of the maintenance method is displayed on the display means 214 of the terminal device 110.
- the menu screen shows, for example, a description of semiconductor manufacturing equipment, a description of provided services, an explanation of maintenance method There is light and so on.
- a maintenance method list screen as shown in FIG. 16 is displayed.
- the main items, middle items and small items of the maintenance method type are displayed in the form of a tree.
- the maintenance method explanation screen as shown in Fig.
- This screen also displays the maintenance time and maintenance points. In this way, the customer can obtain an explanation of the maintenance method, and the customer can execute maintenance on their own. At this time, the maintenance points for the maintenance are also displayed, so that the customer can understand the points that can be acquired when the maintenance is performed.
- the maintenance method explanation screen also displays the serial number entry field of the device that has performed the maintenance, and the maintenance completion button.
- the maintenance completion information is for transmitting maintenance completion information to the server 210 when the customer's own maintenance is completed.
- the terminal device 1 10 is a maintenance device in step S 210.
- Me Send maintenance completion information including the type of maintenance method to server 2 1 0.
- the server 2 1 0 receives the maintenance completion information from the terminal device 1 1 0 in step S 3 0 0, in step S 3 1 0, the maintenance method instruction information management database 2 1 6 f is subjected to the maintenance Search for points corresponding to the type of nonce.
- the maintenance point information management database 2 1 6c stores the maintenance device, type of maintenance method, maintenance point, and maintenance bag.
- FIG. 18 shows the operation flow when giving a point.
- the spike point is spiked, and the spike point set in advance when the scratch hits.
- the terminal device 110 determines whether or not the manufacturing device 120 has been restarted.
- the server 210 in order to perform maintenance when the customer carries out the maintenance by itself and restarts the manufacturing apparatus 120, it is checked whether or not the manufacturing apparatus 120 has been restarted. If it is determined that the system has been restarted, the restart information including the serial number of the manufacturing device is sent to the server 210 via the network 500, indicating that the system has been restarted in step S410. Then, when the server 210 receives the restart information from the terminal device 110 at step S 500, the server 210 generates a random number at step S 510. For example, generate a single digit random number. Next, at step S520, the server 210 searches the above-mentioned table data table 219 for a cutting point corresponding to the generated random number.
- the necessary information such as the search point, the serial number of the restarted manufacturing device, and the restart date is stored in the database for managing the database of information of the point 21 6 d.
- the point is set to 0, and when the stick is touched, a predetermined point is set in advance, and the customer makes maintenance of the manufacturing apparatus 120 so as to manufacture the manufacturing apparatus.
- a process is performed when the engine restarts, and when it hits it, a point occurs. In this way, the customer can encourage the customer to carry out maintenance on his own by trying to collect points, thereby reducing the burden on the serviceman.
- Figure 19 shows the operation flow for calculating the cumulative points. This process is performed for each customer.
- this process may be performed as needed, and may be performed periodically, for example, every month.
- the server 210 sums up and stores status points at step S600. That is, the status points of each manufacturing apparatus of the status point information management database 2 16 b shown in FIG. 7 are summed up, and the total value is shown in the cumulative point / information management database 2 1 6 e shown in FIG.
- the server 210 sums up and stores the maintenance points. That is, the maintenance points of the maintenance point information management database 2 16 c shown in FIG. 9 are summed up, and the total value is stored in the maintenance point column of the accumulated point information management database 2 16 e shown in FIG.
- the server 210 sums and stores the points.
- the accumulated point information management database 2 1 6 d shown in Fig. 1 0 is added up, and the total value is shown in Fig. 1 1 accumulated point information management database 2 1 6 e
- the server 210 calculates the sum of the cumulative points.
- each column of status points, maintenance points, and points of the accumulated point information management database 2 1 6 e is stored in the cumulative sum of totals of the group. Therefore, the voices stored in the total column of accumulated voices are all the voices of the customer at the time of this processing.
- the management database 2 16 f is all provided in the server 2 1 0 corresponding to the server device has been described, these are provided independently of the server corresponding to the server device, and It may be connected via a company network, or via a public line such as the Internet.
- the server 210 will store in the cumulative point information management database 2 16 e on the home page.
- the accumulated points for each customer are sorted (sorted) in descending order of accumulated gain habits, and a ranking table of the customers and the accumulated profit habits is created, and this is displayed on the display unit of the terminal device 1 1 1 1 It may be displayed in 4).
- status information of a device to be subjected to maintenance management information on the type of maintenance method performed by the customer, and that the device has been restarted due to maintenance performed by the customer.
- the present invention is applicable to a system that provides maintenance management point services such as semiconductor manufacturing equipment, a server, a terminal device, a program, a recording medium, and a method of processing a maintenance management point service.
Description
Claims
Priority Applications (4)
Application Number | Priority Date | Filing Date | Title |
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AU2003220911A AU2003220911A1 (en) | 2002-03-19 | 2003-03-18 | Maintenance management point service system, server apparatus, terminal apparatus, program, recording medium, and maintenance management point service system processing method |
US10/929,949 US7698149B2 (en) | 2002-03-19 | 2004-08-31 | Point-based customer tracking and maintenance incentive system |
US12/708,145 US8032629B2 (en) | 2002-03-19 | 2010-02-18 | Point-based customer tracking and maintenance incentive system |
US12/708,193 US7975049B2 (en) | 2002-03-19 | 2010-02-18 | Point-based customer tracking and maintenance incentive system |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
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JP2002-76048 | 2002-03-19 | ||
JP2002076048A JP3987741B2 (ja) | 2002-03-19 | 2002-03-19 | 保守管理ポイントサービスシステム,サーバ装置,プログラム,記録媒体及び保守管理ポイントサービスシステムの処理方法 |
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US10/929,949 Continuation US7698149B2 (en) | 2002-03-19 | 2004-08-31 | Point-based customer tracking and maintenance incentive system |
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PCT/JP2003/003285 WO2003079255A1 (fr) | 2002-03-19 | 2003-03-18 | Systeme de service de gestion de maintenance, dispositif de serveur, dispositif de terminal, programme, support d'enregistrement et procede de traitement d'un systeme de service de gestion de maintenance |
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US (3) | US7698149B2 (ja) |
JP (1) | JP3987741B2 (ja) |
AU (1) | AU2003220911A1 (ja) |
WO (1) | WO2003079255A1 (ja) |
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US7975049B2 (en) | 2011-07-05 |
US8032629B2 (en) | 2011-10-04 |
JP2003271764A (ja) | 2003-09-26 |
AU2003220911A1 (en) | 2003-09-29 |
JP3987741B2 (ja) | 2007-10-10 |
US20050044204A1 (en) | 2005-02-24 |
US20100145781A1 (en) | 2010-06-10 |
US7698149B2 (en) | 2010-04-13 |
US20100145780A1 (en) | 2010-06-10 |
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