Service interlink

• US 20030213839A1
• Filed: 05/16/2002
• Published: 11/20/2003
• Est. Priority Date: 05/16/2002
• Status: Active Grant

• Current Assignee: Caterpillar Incorporated
• Original Assignee: Caterpillar Incorporated
• Inventors: Sauvageau, Mark A., Wiersema, Theodore E., Riggert, Charles R.
• Granted Patent: US 6,892,936 B2
• Time in Patent Office: Days
• US Class Current: 235/375
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A system and method of servicing a machine is disclosed. The machine has a plurality of components manufactured by a plurality of suppliers. At least a first component being manufactured by a first supplier and at least a second component being manufactured by a second supplier. In the method a response to a request from a machine manufacturer or a customer of the machine is made. A problem with at least one of the plurality of components of the machine is accessed. In accessing the problem at least one of a plurality of repositories having information pertinent to the problem and to a configuration of at least one of the plurality of components is accessed. A service related action is contemplated based on at least one of viewing the repository and the assessment of the problem in combination with the information pertaining to at least one of the plurality of components.

Claims

1. A method of servicing a machine, said machine including a plurality of components, manufactured by a plurality of suppliers, at least a first component of said plurality of components being manufactured by a first supplier of said plurality of suppliers and at least a second component of said plurality of components being manufactured by a second supplier of said plurality of suppliers;

said method comprising;

responding to a machine repair request;

assessing a problem, with at least one of said plurality of components of said machine;

accessing at least one of a plurality of repositories, having information pertinent to said problem and to a configuration of at least one of said plurality of components; and

determining a service related action, based on accessing said repository and said assessment of said problem and said information pertaining to at least one of said plurality of components.

2. The method of servicing a machine of claim 1 including a communication with said machine manufacturer based on at least one of a characteristic of said service related action.

3. The method of servicing a machine of claim 1 including an update of at least one of said plurality of repositories with an addition of information based on a characteristic of said service related action.

4. The method of servicing a machine of claim 1 wherein said plurality of repositories being a single repository having said information pertaining to each of said plurality of components therein.

5. The method of servicing a machine of claim 1, wherein at least one of said plurality of suppliers being said machine manufacturer.

6. The method of servicing a machine of claim 1, wherein accessing at least one of said plurality of components includes a pre-established code.

7. The method of servicing a machine of claim 1, wherein first supplier accessing a problem associated with a component provided by said second supplier.

8. The method of servicing a machine of claim 1, wherein said repository has configuration information on said machine itself.

9. A service system associated with a machine, said machine including a plurality of components manufactured by a plurality of suppliers, at least a first component of said plurality of components being manufactured by a first supplier of said plurality of suppliers and at least a second component of said plurality of components being manufactured by a second supplier of said plurality of suppliers;

comprising;

at least one repository having information associated with a configuration information associated with said machine, said configuration including said plurality of components and said plurality of suppliers;

a machine request interface configured to receive at least a machine repair request and a machine component request from a representative of said first supplier, said machine request including at least a machine identifier characteristic, said machine component request being associated with a component manufactured by said second supplier;

a processor configured to receive said machine identifier characteristic, access said at least one repository, responsively display configuration information associated with said machine, receive said machine component request and responsively display configuration information associated with said component.

10. A system, as set forth in claim 9, wherein the first computer provides diagnostic information for the machine.

11. A system as set forth in claim 9, wherein the first computer provides historical information for the machine.

12. A system as set forth in claim 9, wherein the first computer provides contact information for the machine.

13. A system as set forth in claim 9, wherein the first computer provides warranty information for the machine.

14. A system as set forth in claim 9, wherein the second computer provides diagnostic information for the machine to the first computer.

15. A system as set forth in claim 9, wherein the second computer provides historical information for the machine to the first computer.

16. A system as set forth in claim 9, wherein the second computer provides contact information for the machine to the first computer.

17. A system as set forth in claim 9, wherein the second computer provides warranty information for the machine to the first computer.