EP0881602A2 - Device and method for automatically processing service orders - Google Patents

Abstract

The apparatus is used for automatic processing of service tasks. It has an input unit (1,2,3), an output unit (1,6,7) and a memory unit (5) each having at least one associated control unit (4). The input, output, control and memory units are formed such that a dialog for detecting task relevant data is possible between a user and the electronic system. An activation of the tasks distributed in the dialog can be set with the output unit (1,6,7). The method for automatic processing involves activating the input unit to change the apparatus from a standby to a dialog mode. Identity characteristics are conveyed through the output unit. The identity characteristics and a task type from several possible standard types are input and displayed. The inputs are stored in the memory unit by means of the control unit (4). A protocol is output to execute the input tasks.

Description

The invention relates to a device and a method for the automatic processing of Service orders, in particular for order acceptance of motor vehicles.

Through the use of motor vehicles, maintenance becomes more or less frequent or repair of vehicles required. For example, especially with older ones Vehicles the consumables, such as oil, brake or coolant added or worn out Vehicle parts are replaced with new parts. Such works are in suitable repair shops or other service points, e.g. petrol stations, carried out.

An order for service to motor vehicles is created by the vehicle owner or driver or another person to the service personnel of the Service center, for example the workshop, verbally notifies which service work vehicle and an order to do the necessary work granted. The order is then recorded in writing, for example by the order-related Data are entered by hand in a form. Another Possibility is to use the data necessary for the execution of the order to save a data processing system and to have a log printed in which this data is included. The client hands over the vehicle documents and the vehicle keys the service personnel or leaves the keys in the vehicle on the The workshop premises are parked safely.

However, this procedure is not very efficient, since many orders for service work are different Clients are issued at the same time, so that there are inevitably waiting times for the client. For example, the vehicles are usually on brought to the service point early in the morning or during lunch break so that can set considerable waiting times at these times. Furthermore become the service technicians who often receive the service orders themselves through the possibly long discussions with the client from the acceptance further orders held. Another disadvantage is that the vehicles in many cases by the clients with difficulty because of their own professional activity brought to the service point within business hours or after the end of the service Repairs can be picked up again. Under certain circumstances, they reach the Service point only after business hours and in this case must be the next Come to the service center again on the working day.

The present invention is therefore based on the object of a device and a To find methods that solve the problems of the known system and in particular avoid long waiting times when accepting orders for service on vehicles and the client can be operated at any time of the day or night.

The problem is solved by the features of claims 1 and 13. Advantageous developments of the invention are specified in the subclaims.

• die Eingabe-, Ausgabe-, Steuer- und Speichereinheiten so ausgebildet und einander zugeordnet sind, daß zwischen einem Benutzer und dem elektronischen System ein Dialog zur Erfassung von auftragsbezogenen Daten möglich ist und
• eine Bestätigung des im Dialog ferner erteilten Auftrages mit der Ausgabeeinheit erstellbar ist.

The device according to the invention for the automatic processing of service orders for vehicles comprises at least one input, output and storage unit, each of which is assigned to at least one control unit, wherein

• the input, output, control and storage units are designed and assigned to one another in such a way that a dialog for recording order-related data is possible between a user and the electronic system and
• a confirmation of the order also placed in the dialog can be generated with the output unit.

• Betätigung der Eingabeeinheit zur Überführung der Vorrichtung von einem Bereitschafts- in einen Dialogmodus,
• Aufforderung zur Eingabe von Identitätsmerkmalen durch die Ausgabeeinheit,
• Eingabe der Identifikationsmerkmale und einer Auftragsart aus einer Vieizahl möglicher vordefinierter Standard-Aufträge oder eines individuellen Auftrages mittels der Eingabeeinheit, die mittels der Ausgabeeinheit angezeigt werden,
• eindeutige zugeordnete Abspeicherung der Eingaben in der Speichereinheit durch die Steuereinheit und
• Ausgabe eines Protokolls zur Bestätigung des eingegebenen Auftrages durch die Ausgabeeinheit.

The method according to the invention for the automatic processing of service orders, in particular for order acceptance of motor vehicles, by means of a device comprising at least one input, output and storage unit, each of which is assigned to at least one control unit, comprises the method steps:

• Actuation of the input unit for transferring the device from a standby to a dialog mode,
• Request for input of identity features by the output unit,
• Entering the identification features and an order type from a number of possible predefined standard orders or an individual order using the input unit, which are displayed using the output unit,
• unique assigned storage of the inputs in the storage unit by the control unit and
• Output of a protocol for confirmation of the entered order by the output unit.

With the help of the invention it is possible for the vehicle owner or driver to place a service order for a vehicle by providing the data on which the order is based, namely the customer data, such as his name, address, telephone number, and the vehicle data, such as the vehicle registration number and possibly the Vehicle type, the year of construction and the chassis number of the vehicle, as well as the desired services by a suitable input unit, for example stored in the system via a typewriter keyboard or the ones already saved Data confirmed. For this purpose, the data entered via the input unit in digital electronic signals converted and by means of a control unit, for example a microprocessor, stored in a data storage unit. For this purpose corresponding programs are stored in a suitable program memory, to which the Control unit can access.

This data can e.g. B. be queried by a user-friendly menu. This menu navigation is also in a program memory assigned to the control unit filed, which the control unit can access. For user-friendly operation of the system, it is advantageous to do this using easy-to-use user interfaces, which are displayed on a screen as an optical output unit support. When performing the menu, it is for most users Menu steps only required, one or more displayed alternatives by entering to confirm e.g. B. in which language the dialogue is to be carried out should. In other cases, data must also be entered, e.g. B. the name of the Vehicle owner or the vehicle registration number.

After entering all the necessary data, the order is confirmed to the user. For this a confirmation text can either appear on the screen or preferably a written confirmation letter can be printed out on a printer as an output unit. The data entered can be repeated on the confirmation letter be. If necessary, the client, after checking the printed matter Data has determined that individual information is incorrect, this data correct by entering it again and then receive a corrected order confirmation.

The vehicle documents, such as, for example, are also often used to process an order the vehicle registration, needed. In addition, the vehicle must be left of the key must be accessible to service personnel. For this, the documents together with the keys in a wall compartment of the service acceptance point that is not accessible from the outside be thrown in.

By using the new system, the user can at any time of day and Issue a service order, especially after the service point has closed. It it is not necessary for him to meet the service personnel directly so that long waiting times for the client are avoided and maximum for him Flexibility is made possible. The order placement itself is usually also shortened, since there are no disruptions as with the direct placement of orders with the personnel themselves occur, for example through telephone calls answered during the customer conversation by the service staff.

An input unit can also be used instead of or in addition to the optical display unit acoustic input device is provided as an input unit, preferably a microphone be. This gives the user the opportunity to enter complicated facts, without having to laboriously write texts with a keyboard. For example this variant is preferable if the user provides information on the desired scope of the order should give, however, no standard specification and the desired service also can not name by a short description. The entry time can be in In this case, it should be limited by a time switch, so that the data quantities are not arbitrarily large must be saved via this input unit. The necessary for this The program sequence is again stored in a suitable data memory and is over accessed the control unit.

In addition to an input unit, for example a typewriter keyboard, the system contains an output unit, for example an optical display device, preferably a screen on which the entered data and other data are displayed will. As a combined input and output unit, the screen can be used in particular as be designed touch screen. This offers the advantage of less susceptibility to errors since Mechanical keyboards frequently repaired and replaced due to overuse Need to become. The new system can also be installed outside of buildings be while using mechanical keyboards in these places is practically excluded by weather influences.

An acoustic output device, preferably a loudspeaker, can also be used as the output unit. be provided.

To the system not only for placing an order but also after processing the Service order to pick up the z. B. can use repaired vehicle an additional mechanically lockable and lockable storage unit with the Operating states "locked" and "unlocked" can be provided by the control unit is controllable. For this purpose, the mechanical storage unit is designed so that the Users can deposit items in or remove items from it.

For example, several numbered subjects can be provided, which, for. B. rolling on a band or a circulating in a horizontal or vertical plane Chain are attached, and of which either a specific compartment behind one lockable and lockable opening can be placed. These subjects have to be so big that the vehicle key and / or that for the service order are selected required documents can be accommodated comfortably. The opening can for example can be closed and locked with a burglar-proof flap, only then is unlocked when a signal is given by the control unit. For this is the mechanical storage unit can be controlled by the control unit so that the above Objects can only be deposited or removed if a certain one Dialog state is reached by the control unit. The through the menu-driven dialog program flow generated with the user is also by a corresponding in a suitable data storage stored program specified in the control unit is processed. For example, the storage unit is only then Unlocking the flap is accessible to the user if he is at the time of placing the order Deposit of vehicle documents and keys is requested and upon collection his vehicle if he is with a certain identification feature, e.g. B. one alphanumeric combination (secret code) communicated to him when placing the order has been shown and possibly the payment for the order via a credit card is ensured.

The mechanical storage unit can also be designed in such a way that individual Lockable lockers are provided, each of which is secure against break-ins Have door. One of these compartments will only be unlocked when requested to do so in the menu-driven dialog or after identification of the user when picking up his vehicle triggered by a control signal from the control unit. It is also one mechanical storage unit conceivable in which only the key and / or further Documents for collection are deposited.

For the removal of the deposited objects by the staff of the service point the compartments of the storage unit are unlocked after placing the order. Things are removed individually by the service personnel and via the associated numbers the subjects are assigned to the orders stored in the electronic memory.

To prevent the user from inserting the requested items Storage unit not closed properly and therefore the compartment is not locked can be, a suitable sensor can also be provided, the control unit and is assigned to the storage unit and via which the operating state of the storage unit ("locked" or "unlocked") is transmitted to the control unit. In this In the event of incorrect operation, the user can be asked via an output unit to close the storage unit properly.

In a variant, the mechanical storage unit is only after the end of Business hours of the service center put into operation (night operation). During the Business hours of the service point (daily operation), the user can do the service order about the system by proceeding as previously described. The vehicle documents and in this case, however, he gives the vehicle keys to the service center himself. After executing the order, the client can use this variant Vehicle documents and keys from the storage unit by arrangement via the system or only obtained from the service point itself. In the event that the delivered vehicle documents and keys can only be obtained from the service center the user is informed optically and / or acoustically via the output unit, that he had the requested and needed for the processing of the order To hand over objects to the service point himself or that he should hand over the objects and the Pick up the bill at this. In this case, the mechanical storage device locked against automatic unlocking. This can be done through appropriate Programming of the control unit can be achieved.

An additional magnetic stripe reading device can also be used for various purposes Input unit may be provided. This is z. B. needed to process the order the collection of the vehicle during night operation with the payment of the invoice complete. For this purpose, the user can in the insert a credit card into the reading unit. The magnetic stripe reader is also required in the event that the user is identified using suitable ID cards with a readable magnetic stripe is provided. In this case the user is asked to pick up his vehicle in the menu-driven dialog, insert the ID card into the reader. In this case, the control unit Identification features that are stored on the magnetic stripe are transmitted. This are compared with stored data and only if they match the saved data, the dialog with the user is continued and z. B. a subject of Unlocked storage unit for removing the items contained therein. Otherwise can e.g. B. be provided that the user is made aware of the error and is asked to insert the correct ID card. After an unsuccessful second attempt the entire dialog can then be canceled, for example. This sequence of Data queries and logically linked control signals are in turn carried out by a program generated, which is stored in a suitable program memory, that of the control unit assigned.

The control unit is assigned at least one storage unit, which is the temporary or permanent storage of data and programs to control the system serves. Depending on the desired application, a semiconductor memory component, such as B. a ROM or RAM data memory, or a hard disk memory, a CD-ROM memory, a magnetic tape storage or other storage medium is provided be.

For the temporary storage of individual program parts during operation preferably a semiconductor memory element used. For storing larger amounts of data the other specified storage types can be used, for example to inform users about service offers or offers of new vehicles. For storing the data used for acoustic output, e.g. B. a magnetic tape, a CD-ROM memory or a semiconductor memory component can be provided if this Data, such as spoken words in multiple languages or music or sounds, should be saved in digital form. For the multilingual dialogue Data for acoustic or visual output saved in multiple languages.

A semiconductor memory component can also be used to store the data used for acoustic input be provided, preferably an interchangeable, non-volatile and erasable memory element (EPROM or EEPROM). This component can too Exchange of service hours for a new component, for example and the information stored on the component in a separate device can be read out for further processing. You can then click on the data this building can be deleted so that the component can be reused.

To further process the stored data, the control unit is connected to an external one Data processing system connected via an electronic transmission device. This makes it possible to save the stored orders directly into the data processing system to take over.

The new system will be installed in a freely accessible location at the service point. For this For example, the individual components are integrated into a house wall. This offers the advantage that the storage unit can be well protected against burglary. On the other hand has a configuration in which the individual components stand in an isolated Arrangement are housed, the advantage that no significant renovation work are required to install the system.

An additional monitoring device is preferably used to further secure the system provided, for example an electronic camera through which a security service can continuously monitor the system.

Figur 1:

Blockschaltbild des erfindungsgemäßen elektronischen Systems

Figur 2:

Fließdiagramm zum Programmablauf "Auftragserteilung"

Figur 3:

Fließdiagramm zum Programmablauf "Abholung der Unterlagen"

The invention is explained in more detail with reference to the figures shown below. The figures show in detail:

Figure 1:

Block diagram of the electronic system according to the invention

Figure 2:

Flow chart for the program sequence "order placement"

Figure 3:

Flow diagram for the program sequence "Collection of documents"

The arrangement of the electronic system shown in Figure 1 includes several Input units, namely a screen 1 designed as a touch screen, a microphone 2 and a magnetic stripe card reader 3, a control unit 4 and one of the control unit 4 assigned storage unit 5 and output units, namely a loudspeaker 6 and a printer 7 and the screen 1 designed as a touch screen the system a mechanical storage unit 8, which a sensor 9 for detecting the Operating states is assigned, the signal output of which is connected to the control unit 4 is. The programs required for the functional sequence of the system are in the memory unit 5 filed. This is a CD-ROM memory, a magnetic hard disk as well as a RAM memory.

Before the first input of data, a standard mask is shown on the screen 1 has various buttons and an area in which a video film is presented becomes. The video film sequences are stored on the CD-ROM memory 5. The buttons represent options for the next advertisements, in this case under including a video film about a new motor vehicle product. You can also use a Information about the electronic service system button. over one of the buttons can also start the program sequence for issuing a service order will. When this button is touched, another mask with the three appears Choices "Register the vehicle for service", "Pick up the vehicle" and "Back". A corresponding text is also announced via the loudspeaker 6. This text is stored in digitized form on the CD-ROM memory 5. While at a new screen mask each time you choose the two options mentioned first appears, the previous mask is displayed again by touching the third button.

A program is created by touching the "Register vehicle for service" button started with several steps, the flow of which is shown schematically in FIG. 2 as a flow diagram is shown.

First, an on-screen keyboard as well as in tabular form are inserted Form shown on screen 1 to be completed. Using the on-screen keyboard can the queried customer data (last name, first name, address) and the vehicle registration number entered and by touching the button "Confirm entry" get saved. When each individual item is selected, a speaker 6 is used appropriate prompt to confirm the entry is announced. After completion of the Entering the data can be done by clicking on the "Next" button Screen 1. With this new mask, the The user's phone number can be entered and saved.

After the program has run, the user is then asked to tell whether the Service performed if necessary also without telephone inquiry with him This request is also made both via screen 1 and by announcement a text placed over the speaker 6.

Then a selection of different types of service can be selected, for each buttons are provided again. These include "inspection", "Winter service", "Plaette service AU" and "Individual order". There can be several Buttons can be activated by touching them. Information about the offered service packages are displayed and after touching the button "Confirm" shows the previous mask again.

By touching the further "Next" button, the "Further information" mask is displayed, if the "Individual services" button has been selected. In this case a request to provide further information by voice or text appears, which the user in turn selects by touching the corresponding buttons can. If the "Voice input" button has been selected, the user can after touching the "Start recording" button on the microphone 2 three An order for minutes, for example with a more detailed description of the on the vehicle observed error, formulate. The signals recorded via the microphone 2 are stored in a RAM memory 5 after digitization and can then be used again be retrieved. After the announcement is finished, the recording is touched the button "Stop recording" stopped. The recording can be made by touching it accordingly Buttons can also be listened to and deleted. Then can the user confirms the entry by touching an appropriate button. The digitized data are then stored on the hard disk 5.

The user is then asked via another mask to select the desired one Enter pick-up date. After confirmation by entering it with the "Next" button two copies of an order confirmation are created with the printer 7, and the User is asked to remove both copies. This order confirmation contains all entered data. After touching the "Next" button, the next one appears Request via screen 1 and speaker 6, a copy of the confirmation to sign and the signed confirmation as well as the vehicle key and the Vehicle registration in a mechanical compartment with a specific number Deposit storage unit 8. The user can now choose the one they want Place objects in the compartment, with an ID card deposited there from the compartment Take a magnetic stripe or a secret code and close the compartment. After this The compartment is closed as soon as the user touches the "Next" button. If the user does not close the compartment, this is recognized by the sensor 9 and a signal transmitted to the control unit 4. A program part is started by this switching state, by means of a prompt on screen 1 and by an announcement via Speaker 6 is issued to the user to close the compartment.

The magnetic stripe card contains an identification feature, with the help of which electronic System for collecting documents after the service has been performed his order can be identified.

The individual program steps leading to the procedure when collecting the documents Performing the services to be performed are shown in Figure 3 in a flow chart shown.

To collect the documents, the user is asked to insert the magnetic stripe card into the Insert card reader 3. To identify the user via the magnetic stripe card becomes a certain identification data record after starting a corresponding program package retrieved from the hard disk 5 and with those read from the magnetic card Data compared. If the dates match, the card will be issued again, and it appears on the screen 1 the request for a certain invoice amount to pay. At the same time, a text announces that the user has a Insert credit card into card reader 3. After the user does this, is a subject of the identification on the magnetic stripe card Storage unit 8 unlocked and the user can use the vehicle keys deposited there and take out the vehicle registration document. For this, the unlocking is via the Control unit 4 controlled.

REFERENCE SIGN LIST

1

screen

2nd

microphone

3rd

Magnetic stripe card reader

4th

Control unit

5

Storage device

6

speaker

7

printer

8th

Storage unit

9

sensor

Claims (20)

Device for the automatic processing of service orders, in particular for motor vehicles, with at least one input (1; 2; 3) output (1; 6; 7) and storage unit (5), each of which is assigned to at least one control unit (4), in which the input (1; 2; 3), output (1; 6; 7), control (4) and storage units (5) are designed and assigned to one another in such a way that a dialog for recording between a user and the electronic system of order-related data is possible and A confirmation of the order placed in the dialog can be generated with the output unit (1; 6; 7). Device according to claim 1, characterized in that an additional mechanical storage unit (8) of the device is assigned to the objects depositable or from which they can be removed. Device according to claim 2, characterized in that the mechanical storage unit (8) is connected to the control unit (4), and by this can be locked and unlocked. Device according to claim 3, characterized in that the mechanical Storage unit (8) from the control unit (4) can be controlled so that the Objects can only be deposited or removed if a certain dialog state is reached via the control unit (4). Device according to one of claims 2 to 4, characterized in that one of the Control unit (4) and the mechanical storage unit (8) assigned Sensor (9) for determining the operating state of the mechanical storage unit (8) is provided. Device according to one of the preceding claims, characterized in that that the output unit (1; 6; 7) is at least partially designed as a printer (7), by means of which a written confirmation of the order can be issued. Device according to one of the preceding claims, characterized in that that the input unit (1; 2; 3) as a magnetic stripe reader (3) and / or as Keyboard and / or as a screen, in particular as a touch screen (1), and / or as Microphone (2) is formed. Device according to one of the preceding claims, characterized in that that the output unit (1; 6; 7) as a screen, preferably as a touch screen (1) and / or as an acoustic output device (6), preferably as a loudspeaker is. Device according to claim 7 or 8, characterized in that for storage the storage unit (5) of the data used for acoustic input and / or output is designed as a semiconductor memory and / or as a magnetic tape and / or CD-ROM. Apparatus according to claim 9, characterized in that the semiconductor memory as exchangeable EPROM or EEPROM is formed. Device according to one of the preceding claims, characterized in that an additional monitoring device is provided for the system. Device according to one of the preceding claims, characterized in that an electronic transmission device assigned to the control unit (4) Transmission of data from the storage units (5) to a data processing system is provided. Method for the automatic processing of service orders, in particular for motor vehicles, by means of a device comprising at least one input (1; 2; 3), output (1; 6; 7) and storage unit (5), each of which has at least one control unit (4 ) are assigned, comprising the following process steps: a) actuation of the input unit (1; 2; 3) to transfer the device from a standby mode to a dialog mode, b) request for the input of identity features by the output unit (1; 6; 7), c) Entering the identification features and an order type from a large number of possible predefined standard orders or an individual order using the input unit (1; 2; 3), which are displayed using the output unit (1; 6; 7), d) uniquely assigned storage of the inputs in the memory unit (5) by the control unit (4) and e) Output of a protocol for confirmation of the entered order by the output unit (1; 6; 7). A method according to claim 13, characterized in that after each entry of Data or any group of inputs of data, this by means of the output unit (1; 6; 7) are displayed and prompted for confirmation or revocation of the entries becomes. A method according to claim 13 or 14, characterized in that when entering Identity features that contradict those previously stored in the storage unit (5) Identity features are available, the dialog mode is canceled. Method according to one of claims 13 to 15, characterized in that by means of depending on a storage unit (8) additionally assigned to the device a dialog state objects deposited in the storage unit (8) or can be taken from this. Method according to claim 15, characterized by the following further procedural steps and processing of the service orders: f) actuation of the input unit (1; 2; 3) to transfer the device from a standby to a dialog mode, g) request for input of identification features by the output unit (1; 6; 7), i) entering the identification features, k) automatic unlocking of the storage unit (8) for the removal of objects deposited therein. Method according to claim 17, characterized by the following additional method steps after method step i): Request for cashless payment of a displayed amount of money by the dispensing unit (1; 6. 7) and cashless payment of the amount of money via a magnetic stripe reader (3). Method according to one of claims 13 to 18, characterized in that the Request for data, the identification features and / or the Order type can be entered acoustically and / or output. Method according to one of claims 13 to 19, characterized in that individual identification features as data stored on a magnetic stripe been entered.

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