Network-Based Delivery Of Technical Service To Automotive Manufacturers

• US 20080133292A1
• Filed: 12/02/2005
• Published: 06/05/2008
• Est. Priority Date: 12/02/2004
• Status: Abandoned Application

• Current Assignee: 3M Innovative Properties Company (3M Company)
• Original Assignee: 3M Innovative Properties Company (3M Company)
• Inventors: Purdy, Alyssa A., Opland, Korey L.
• Application Number:
  US11/720,167
• Publication Number:
  US 20080133292A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A network-based technical service delivery (TSD) system delivers technical service for automotive components. The system includes a customer interface module for network-based communication with a client device associated with a manufacturer of an automotive product, and a service technician interface module for network-based communication with a client device associated with a service technician associated with a supplier of a component utilized by the manufacturer to produce the automotive product. A technical service media repository stores electronic technical service information related to the utilization of the component in the automotive product. The service technician interface module presents an interface by which the service technician uploads electronic technical service information to the technical service media repository. The customer interface module presents an interface by which the manufacturer remotely accesses the technical service information, and selectively retrieves the technical service information based on a specific manufacturing issue experienced by manufacturer.

Claims

1. A computer-based system for delivery of technical service for automotive components, the system comprising:

a customer interface module for network-based communication with a client device associated with a manufacturer of an automotive product;

a service technician interface module for network-based communication with a client device associated with a service technician associated with a supplier of a component utilized by the manufacturer to produce the automotive product; and

a technical service media repository that stores electronic technical service information related to the utilization of the component in the automotive product,

wherein the service technician interface module presents an interface by which the service technician uploads electronic technical service information to the technical service media repository, and

wherein the customer interface module presents an interface by which user associated with the manufacturer remotely accesses the technical service information, and selectively retrieves the technical service information based on a specific manufacturing issue experienced by manufacturer.

2. The system of claim 1, wherein the interface presented by the service technician interface module includes an input mechanism by which the service technician assigns the uploaded electronic technical service information to specific manufacturing issues experienced by manufacturer.

3. The system of claim 2, further comprising a database that stores location and identification information for technical service information,

wherein the database indexes the technical service information according to manufacturing issues assigned by the service technician.

4. The system of claim 1, further comprising:

a media capture module to receive from the client device associated with the manufacturer uploaded audio and video data related to a specific manufacturing issue experienced by the manufacturer; and

a streaming media module that streams the uploaded multi-media content to the client device associated with a service technician to present the audio and video data to the service technician for troubleshooting the specific manufacturing issue experienced by the manufacturer.

5. The system of claim 4, wherein the media capture module stores the uploaded audio and video data in the technical service media repository for subsequent streaming to the client device associated with the service technician.

6. The system of claim 1, further comprising:

a media capture module to receive from the client device associated with the service technician uploaded audio and video data related to a specific manufacturing issue experienced by the manufacturer; and

a streaming media module that streams the uploaded multi-media content to the client device associated with the manufacturer to present the audio and video data to instruct the manufacturer to resolve the specific manufacturing issue experienced by the manufacturer.

7. The system of claim 6, wherein the media capture module stores the upload audio and video data in the technical service media repository for subsequent streaming to the client device associated with the manufacturer.

8. The system of claim 1, further comprising an access control module that provides secure access to the technical service information.

9. The system of claim 1, wherein the technical service information includes audio and video data.

10. The system of claim 1, further comprising at least one web server and at least one application server that provide a computing environment for execution of the service technician interface module and the customer interface module.

11. The system of claim 1, further comprising at least one file server and at least one database server that provide a computing environment for the technical service media repository.

12. The system of claim 1, wherein the system is coupled to a network for communication with the client devices.

13. The system of claim 12, wherein the network comprises a public network or a private network.

14. The system of claim 1, further comprising an application programming interface (API) for providing the ability to establish direct connections with an external computing system that automatically records a manufacturing issue with the system.

15. The system of claim 14, wherein the API automatically receives from the external computing system one or more manufacturing records that describe the manufacturing issue.

16. The system of claim 15, wherein the manufacturing records provide run-time information for a manufacturing error.

17. A method for delivery of technical service for automotive components, the method comprising:

presenting a service technician interface by which a service technician associated with a supplier of a component uploads electronic technical service information related to utilization of the component in an automotive product;

storing the electronic technical service information in a network repository; and

presenting a customer interface by which a manufacturer of the automotive product remotely accesses the technical service information and selectively retrieves the technical service information based on specific manufacturing issues experienced by manufacturer.

18. The method of claim 17, further comprising:

presenting the service technician interface to include an input mechanism by which the service technician assigns the uploaded electronic technical service information to specific manufacturing issues experienced by manufacturer;

indexing the technical service information in the network repository according to manufacturing issues assigned by the service technician; and

presenting the customer interface to include an input mechanism by which the manufacturer selectively retrieves the technical service information based on the manufacturing issues assigned to the technical service information by the service technician.

19. The method of claim 17, further comprising:

receiving with a media capture module audio and video data uploaded from the client device associated with the manufacturer and related to a specific manufacturing issue experienced by the manufacturer; and

streaming the uploaded multi-media content to the client device associated with a service technician with a streaming media module to present the audio and video data to the service technician for troubleshooting the specific manufacturing issue experienced by the manufacturer.

20. The method of claim 19, further comprising storing the uploaded audio and video data in the technical service media repository for subsequent streaming to the client device associated with the service technician.

21. The method of claim 17, further comprising:

receiving with a media capture module audio and video data uploaded from the client device associated with the service technician and related to a specific manufacturing issue experienced by the manufacturer; and

streaming the uploaded multi-media content to the client device associated with a manufacturer with a streaming media module to present the audio and video data to the manufacturer data to instruct the manufacturer in addressing the specific manufacturing issue experienced by the manufacturer.

22. The method of claim 21, further comprising storing the uploaded audio and video data in the technical service media repository for subsequent streaming to the client device associated with the manufacturer.

23. The method of claim 17, further comprising executing a service technician interface module and a customer interface module on a computing environment provided by at least one web server and at least one application server to present the service technician interface and the customer interface.

24. The method of claim 17, wherein presenting a service technician interface and presenting a customer interface comprises communicating the service technician interface and the customer interface to the client devices over a public network or a private network.

25. A computer-readable medium comprising instructions for causing a programmable processor to:

present a service technician interface by which a service technician associated with a supplier of a component uploads electronic technical service information related to utilization of the component in an automotive product;

store the electronic technical service information in a network repository;

index the technical service information in the network repository according to manufacturing issues experienced by the manufacturer; and

present a customer interface by which a user associated with a manufacturer of the automotive product remotely accesses the technical service information and selectively retrieves the technical service information according to the manufacturing issues.