System, method and computer program product for complaint report issue

• US 20030088454A1
• Filed: 11/02/2001
• Published: 05/08/2003
• Est. Priority Date: 11/02/2001
• Status: Abandoned Application

• Current Assignee: Kabushiki Kaisha Toshiba (Toshiba Corporation)
• Original Assignee: Toshiba Tec Corporation (Toshiba Corporation)
• Inventors: Ueno, Toshio
• Application Number:
  US10/002,742
• Publication Number:
  US 20030088454A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data

Abstract

A complaint-report-issuing system includes a master database section which holds product information related to a sales product and a report having no solution. The system periodically calculates points for each analysis-determination item used to analyze and determine the report on the basis of a result obtained by analyzing the product information and a preset condition for the result and totals the points of the analysis-determination items. The complaint-report-issuing system issues a complaint report of the report to a host center on the basis of the points totaled by the point calculation section and a preset point range for complaint-report-issuing.

Claims

1. A complaint-report-issuing system comprising:

a master database section which holds product information related to a sales product and a report having no solution;

a point calculation section which periodically calculates points for each analysis-determination item used to analyze and determine the report on the basis of a result obtained by analyzing the product information and a preset condition for the result and totals the points of the analysis-determination items; and

a complaint-report-issuing section which issues a complaint report of the report to a host center on the basis of the point totaled by said point calculation section and a preset point range for complaint-report-issuing.

2. A system according to claim 1, further comprising a weight setting section which sets for each analysis-determination item a weight on the points calculated on the basis of the preset condition for the result from the result obtained by analyzing the product information.

3. A system according to claim 1, wherein one of the analysis-determination items is a delivery situation of a defective service part.

4. A system according to claim 1, wherein one of the analysis-determination items is a machine market operation reliability of a defective product.

5. A system according to claim 1, wherein one of the analysis-determination items is a report situation to a call center of the occurrence of complaints that are the same as a given complaint.

6. A system according to claim 1, wherein one of the analysis-determination items is an identical problem situation of maintenance service information about the occurrence of complaints that are the same as a given complaint.

7. A system according to claim 1, wherein one of the analysis-determination items is a setup report situation about the occurrence of complaints that are the same as a given complaint.

8. A system according to claim 1, wherein one of the analysis-determination items is a compensation situation of a defective product.

9. A system according to claim 1, wherein one of the analysis-determination items is a product sales situation and inventory situation of a defective product in a predetermined period.

10. A system according to claim 1, wherein one of the analysis-determination items is a download situation of firmware and drivers corresponding to a complaint.

11. A complaint-report-issuing method comprising:

periodically calculating points for each analysis-determination item used to analyze and determine a report having no solution on the basis of a result obtained by analyzing product information related to a sales product and a preset condition for the result;

totaling the points calculated for the analysis-determination items; and

issuing a complaint report of the report to a host center on the basis of the totaled points and a preset point range for complaint-report-issuing.

12. A method according to claim 11, further comprising changing for each analysis-determination item setting of weighting on the points calculated on the basis of the preset condition for the result from the result obtained by analyzing the product information.

13. A method according to claim 11, wherein one of the analysis-determination items is a delivery situation of a defective service part.

14. A method according to claim 11, wherein one of the analysis-determination items is a machine market operation reliability of a defective product.

15. A method according to claim 11, wherein one of the analysis-determination items is a report situation to a call center of the occurrence of complaints that are the same as a given complaint.

16. A method according to claim 11, wherein one of the analysis-determination items is an identical problem situation of maintenance service information about the occurrence of complaints that are the same as a given complaint.

17. A method according to claim 11, wherein one of the analysis-determination items is a setup report situation about the occurrence of complaints that are the same as a given complaint.

18. A method according to claim 11, wherein one of the analysis-determination items is a compensation situation of a defective product.

19. A method according to claim 11, wherein one of the analysis-determination items is a product sales situation and inventory situation of a defective product in a predetermined period.

20. A method according to claim 11, wherein one of the analysis-determination items is a download situation of firmware and drivers corresponding to a complaint.

21. A computer program product for complaint-report issue, comprising:

a computer-readable storage medium having computer-readable program code means embodied in said medium, said computer-readable program code means comprising;

computer readable program code means for periodically calculating points for each analysis-determination item used to analyze and determine a report having no solution on the basis of a result obtained by analyzing product information related to a sales product and a preset condition for the result;

computer readable program code means for totaling the points calculated for the analysis-determination items; and

computer readable program code means for issuing a complaint report of the report to a host center on the basis of the totaled points and a preset point range for complaint-report-issuing.