System and method for automated consumables and maintenance parts replacement

• US 20040204977A1
• Filed: 04/09/2003
• Published: 10/14/2004
• Est. Priority Date: 04/09/2003
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Obert, James E.
• Application Number:
  US10/409,726
• Publication Number:
  US 20040204977A1
• Time in Patent Office: Days
• US Class Current: 705/8
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

The present invention provides for servicing a device by receiving a service request signal from a serviced device, the service request signal corresponding to a need for service to the serviced device and having an identifier which identifies the serviced device; identifying a service agreement that is applicable to the serviced device based upon the received identifier; retrieving entitlement information corresponding to the service agreement, the entitlement information defining at least one attribute of service that is to be provided under the service agreement, and the attribute of service corresponding to the need for service; determining a response specifying a service that corresponds to the need for service; communicating a message to an entity with instructions to provide the service; and receiving a service completed signal from the serviced device, the service completed signal corresponding to a condition indicating that the need for service has been provided.

Claims

1. A method for servicing a device, comprising:

receiving a service request signal from a serviced device, the service request signal corresponding to a need for service to the serviced device and having an identifier which identifies the serviced device;

identifying a service agreement that is applicable to the serviced device based upon the received identifier;

retrieving entitlement information corresponding to the service agreement, the entitlement information defining at least one attribute of service that is to be provided under the service agreement, and the attribute of service corresponding to the need for service;

determining a response specifying a service that corresponds to the need for service;

communicating a message to an entity with instructions to provide the service; and

receiving a service completed signal from the serviced device, the service completed signal corresponding to a condition indicating that the need for service has been provided.

2. The method of claim 1, further comprising comparing the identifier with a user database having user information, the user information corresponding to a user of the serviced device identifying attributes of the user.

3. The method of claim 2, wherein the user information comprises at least one selected from a group consisting of a physical location of the serviced device, a type of serviced device, a manufacturer of the serviced device, a model number of the serviced device, a service agreement identifier and a name of a contact person employed by the user.

4. The method of claim 1, wherein the attribute of service comprises at least one selected from a group consisting of a consumable that is to be replenished in the serviced device, a maintenance component that is to be replaced in the serviced device and a failed component that is to be replaced in the serviced device.

5. The method of claim 1, wherein determining the response further comprises placing an order for a consumable with a service agent such that the consumable is delivered to a location of the serviced device.

6. The method of claim 1, wherein determining the response further comprises placing an order for a replacement component with a service agent such that the replacement component is delivered to a location of the serviced device.

7. The method of claim 6, wherein placing an order further comprises placing an order for a maintenance component.

8. The method of claim 6, wherein placing an order further comprises placing an order for a failed component.

9. The method of claim 1, wherein determining the response further comprises communicating another message to a dispatcher so that the dispatcher can dispatch a service technician to the location of the serviced device to perform the service.

10. The method of claim 1, wherein communicating the message to an entity with instructions to provide a service further comprises;

placing an order for a failed component with a dispatcher such that the failed component is delivered to a location of the serviced device; and

communicating another message to the dispatcher so that the dispatcher can dispatch a service technician to the location of the serviced device to perform the service.

11. The method of claim 1, further comprising communicating another message to a user of the serviced device so that the user is aware of the received service request signal.

12. The method of claim 1, further comprising communicating another message to an account manager responsible for managing the service agreement corresponding to the serviced device so that the account manager is aware of the received service request signal.

13. The method of claim 1, further comprising:

retrieving a message template;

filling out the message template with relevant information; and

generating the message based upon the message template and the relevant information.

14. The method of claim 1, further comprising communicating a second message to the entity indicating that the service has been completed, the second message corresponding to the received service completed signal.

15. The method of claim 1, further comprising communicating a second message to a user of the serviced device so that the user is aware that the service has been completed, the second message corresponding to the received service completed signal.

16. The method of claim 1, further comprising communicating another message to an account manager responsible for managing the service agreement so the account manager is aware that the service has been completed, the other message corresponding to the received service completed signal.

17. The method of claim 1, further comprising updating information in a service information database, the updated information corresponding to the received service request signal.

18. The method of claim 1, further comprising further comprising updating information in a service information database, the updated information corresponding to the received service completed signal.

19. The method of claim 1, wherein communicating the message to an entity with instructions to provide a service further comprises communicating the message to an employee of a selling agent, the selling agent responsible for providing one of a consumable, a maintenance part and a failed part.

20. The method of claim 1, wherein communicating the message to an entity with instructions to provide a service further comprises communicating the message to an electronic order processing device operated by a selling agent, the selling agent responsible or providing one of a consumable, a maintenance part and a failed part.

21. The method of claim 1, wherein receiving the service request message further comprises generating the service request signal, the service request signal generated in response to a signal from a detector corresponding to the detection of the need for service.

22. The method of claim 1, wherein receiving the service completed message further comprises generating the service completed signal, the service completed signal generated in response to a signal from a detector corresponding to the detection of a completion of service.

23. An order management system (OMS) which provides service to a serviced device, comprising:

an interface configured to receive a service request signal and a service completed signal generated by a serviced device via a communication system communicatively coupling the serviced device and the OMS, the received service request signal and the service completed signal including an identifier that identifies the serviced device;

a user database configured to provide information pertaining to a user of the serviced device, configured to provide information pertaining to the serviced device, and configured to provide information identifying a service agreement corresponding to the serviced device;

an entitlement and service agreement (ESA) database, the EAS database configured to provide information pertaining to at least one entitlement provided under the service agreement, the entitlement defining a service to be performed in response to the received service request message;

a message database configured to provide a first message template such that a first message corresponding to the service request signal is generated, and configured to provide a second message template such that a second message corresponding to the service completed signal is generated; and

a processor configured to generate the first message and configured to cause the first message to be communicated to at least a first party such that the service corresponding to the service request signal is provided to the serviced device, and further configured to cause the second message to be communicated to at least a second party corresponding to the service completed signal so that the second party understands that the service has been completed.

24. The OMS of claim 23, further comprising a service information database, the service information database configured to contain information pertaining to the service request signal, the service completed signal, and the service provided.

25. The OMS of claim 23, further comprising a second interface configured to couple the OMS to a secondary communication system such that the second message communicated to the second party is communicated over the secondary communication system.

26. A system for servicing a device, comprising:

means for receiving a service request signal from a serviced device, the service request signal corresponding to a need for service to the serviced device and having an identifier which identifies the serviced device;

means for retrieving entitlement information corresponding to a service agreement applicable to the serviced device, the entitlement information defining at least one attribute of service that is to be provided under the service agreement, and the attribute of service corresponding to the need for service;

means for determining a response, the response specifying a service that corresponds to the need for service;

means for communicating a first message to at least a first entity with instructions to provide the service;

means for receiving a service completed signal from the serviced device, the service completed signal corresponding to a condition indicating that the need for service has been provided; and

means for communicating a second message to at least a second entity so that the second entity understands that the service has been completed.

27. A computer-readable medium having a program for servicing a device, the program comprising logic configured to perform the steps of:

processing a service request signal received from a serviced device, the service request signal corresponding to a need for service to the serviced device and having an identifier which identifies the serviced device;

retrieving information corresponding to a service agreement that is applicable to the serviced device based upon the received identifier;

retrieving entitlement information corresponding to the service agreement, the entitlement information defining at least one attribute of service that is to be provided under the service agreement, and the attribute of service corresponding to the need for service;

determining a response, the response specifying a service that corresponds to the need for service;

generating a first message that is to be communicated to at least a first entity with instructions to provide the service;

processing a service completed signal received from the serviced device, the service completed signal corresponding to a condition indicating that the need for service has been provided; and

generating a second message that is to be communicated to at least a second entity so that the second entity understands that the service has been completed.