Apparatus and system for monitoring and managing equipment and services

• US 20060074764A1
• Filed: 09/28/2004
• Published: 04/06/2006
• Est. Priority Date: 09/28/2004
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Schmitt, Douglas, Nguyen, Richard Nhat, Feiner, Robert Franklin
• Application Number:
  US10/952,456
• Publication Number:
  US 20060074764A1
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]

Abstract

A control center is provided that enables the monitoring of the delivery of parts and/or technicians to a customer'"'"'s location to correct a problem. The control center is provided with a monitoring tool that enables representatives of one or more organizations to act, in a coordinated fashion, to solve the problem encountered by the customer. The monitoring tool is provided with communications facilities that enable the representatives to acquire and maintain contact with one another and/or with the customer. Real-time data analysis is provided to the monitoring tool for display to the representatives. The real-time data can be used to ensure compliance with contractual obligations, and to ensure the quality of services provided to the customer. Moreover, the control center, because of its communications and real-time data synthesis capabilities, enables a different approach to solving customer problems by organizing resources in a different and more streamlined manner.

Claims

1. A system comprising:

a parts system,

a data synthesizer operative with the parts system;

a monitoring tool operative with the data synthesizer; and

a vendor system operative with the parts system;

wherein users using the monitoring tool may request services from the vendor system.

2. The system of claim 1, wherein the vendor system and the parts system communicate via an electronic data interchange.

3. The system of claim 1, wherein the parts system has one or more databases.

4. The system of claim 1, wherein the data synthesizer has one or more databases.

5. A method for servicing requests comprising:

receiving a technical support call from a customer;

determining if the technical support call can be serviced by telephone and, if not, then creating a dispatch having an element consisting of the group of parts and labor;

generating one or more gates for each element; and

monitoring the servicing of the request.

6. The method of claim 5, wherein the dispatch of a part consists of:

acknowledging the request for one or more parts;

determining the location of the one or more parts;

determining the estimated time of arrival of the parts to a customer location; and

indicating delivery of the one or more parts to the customer location.

7. The method of claim 5, wherein the dispatch of a part consists of:

acknowledging the request for one or more technicians;

determining the estimated time of arrival of the technicians to a customer location; and

indicating the arrival of the one or more technicians to the customer location.

8. A control center comprising:

a room;

one or more large displays within the room, the displays operative with one or more databases;

one or more workstations within the room, the workstations operative with the one or more databases; and

one or more communications services, the one or more communication services constructed and arranged to enable users of the workstations to communicate with one or more individuals and with the one or more databases.

9. The control center of claim 8, wherein one of the one or more communications services is the Internet.

10. The control center of claim 8, wherein one of the one or more communications services is a telecommunication service.

11. The control center of claim 8, wherein one of the one or more communications services is a telephone.

12. The control center of claim 8, wherein one of the one or more communications services is a facsimile.

13. The control center of claim 8, wherein one of the one or more communications services is email.

14. The control center of claim 8, wherein one of the one or more communications services is IRC chat.

15. The control center of claim 8, wherein one of the one or more databases is a FARM application tool.

16. The control center of claim 8, wherein one of the one or more databases is a parts system.

17. The control center of claim 8, wherein one of the one or more individuals is a manufacturing operation.

18. The control center of claim 8, wherein one of the one or more individuals is a customer.

19. The control center of claim 8, wherein one of the one or more individuals is a technician.

20. The control center of claim 8, wherein one of the one or more individuals is a parts vendor.

21. The control center of claim 8, wherein one of the one or more individuals is a vendor.

22. The control center of claim 8, wherein one of the one or more databases is a vendor system.

23. The control center of claim 8, wherein one of the one or more communications services is an electronic data interchange.