METHOD, SYSTEM, AND APPARATUS FOR SERVICING EQUIPMENT IN THE FIELD

• US 20130159200A1
• Filed: 12/06/2012
• Published: 06/20/2013
• Est. Priority Date: 12/16/2011
• Status: Abandoned Application

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: PAUL, Sanjoy, Virdi, Gurdeep Singh, SHARMA, Sankalp
• Application Number:
  US13/707,097
• Publication Number:
  US 20130159200A1
• Time in Patent Office: Days
• US Class Current: 705/305
• CPC Class Codes: G06Q 30/012 Providing warranty services

Abstract

System, techniques, and apparatus are provided for servicing equipment. Context information associated with the equipment may be obtained by a processing device. The processing device may further obtain expert information associated with the equipment based on the context information. The processing device is operative to provide service information including information describing how the equipment was serviced. This service information may be used to generate updated expert information.

Claims

1. A method for servicing equipment, the method comprising:

obtaining, by a processing device, context information associated with the equipment;

obtaining, by the processing device, expert information associated with the equipment based on the context information;

providing, by the processing device, service information, wherein the service information comprises information describing how the equipment was serviced, and wherein the service information may be used to generate updated expert information.

2. The method of claim 1, further comprising:

transmitting, by the processing device, the context information to a second processing device;

generating, by the second processing device, the expert information associated with the equipment based on the context information;

transmitting, by the second processing device, the expert information to the processing device; and

receiving, by the second processing device, the service information; and

generating, by the second processing device, updated expert information based on the service information.

3. The method of claim 1, wherein obtaining context information associated with the equipment comprises obtaining at least one of:

equipment identification information, wherein the equipment identification information comprises information describing the equipment generally; and

component identification information, wherein the component identification information comprises information describing at least one component of the equipment.

4. The method of claim 1, wherein obtaining the context information associated with the equipment comprises at least one of:

scanning, by the processing device, an optical code associated with the equipment;

obtaining, by the processing device, RFID tag information associated with the equipment; and

obtaining, by the processing device, an image of the equipment;

obtaining, by the processing device, a video of the equipment;

obtaining, by the processing equipment, an audio description of the equipment; and

obtaining, by the processing device, a textual description of the equipment.

5. The method of claim 1, wherein obtaining the expert information associated with the equipment based on the context information comprises obtaining at least one of:

solution information associated with the equipment, wherein the solution information comprises information describing solutions to frequently encountered problems with the equipment;

equipment expert identification information, wherein the equipment expert identification information comprises information describing at least one expert knowledgeable about the equipment generally;

component expert identification information, wherein the component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment;

local expert identification information, wherein the local expert identification information comprises information describing at least one expert knowledgeable about the equipment generally and located within a predefined vicinity of the equipment;

local component expert identification information, wherein the local component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment and located within the predefined vicinity of the equipment; and

equipment documentation information, wherein the equipment documentation information comprises information describing one or more documents associated with the equipment.

6. The method of claim 2, wherein generating the updated expert information based on the service information comprises modifying at least one of:

solution information associated with the equipment, wherein the solution information comprises information describing solutions to frequently encountered problems with the equipment;

equipment expert identification information, wherein the equipment expert identification information comprises information describing at least one expert knowledgeable about the equipment generally;

component expert identification information, wherein the component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment;

local expert identification information, wherein the local expert identification information comprises information describing at least one expert knowledgeable about the equipment generally and located within a predefined vicinity of the equipment;

local component expert identification information, wherein the local component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment and located within the predefined vicinity of the equipment; and

equipment documentation information, wherein the equipment documentation information comprises information describing one or more documents associated with the equipment.

7. The method of claim 1, wherein obtaining the expert information associated with the equipment based on the context information comprises obtaining, by the processing device, the expert information from a second processing device.

8. The method of claim 7, further comprising:

checking, by the processing device, a local cache of the processing device for the expert information prior to obtaining the expert information from the second processing device.

9. The method of claim 8, further comprising:

checking, by the processing device, for network connectivity prior to obtaining the expert information from the second processing device.

10. A system for servicing equipment, the system comprising:

a first processing device; and

a second processing device in communication with the first processing device, the first processing device operative to;

obtain context information associated with the equipment;

obtain expert information associated with the equipment based on the context information; and

provide service information, wherein the service information comprises information describing how the equipment was serviced, and wherein the service information may be used to generate updated expert information.

11. The system of claim 10, wherein the first processing device is further operative to transmit the context information to the second processing device, and wherein the second processing device is operative to:

generate the expert information associated with the equipment based on the context information;

transmit the expert information to the first processing device;

receive the service information; and

generate updated expert information based on the service information.

12. The system of claim 10, wherein the first processing device is operative to obtain context information associated with the equipment by obtaining at least one of:

equipment identification information, wherein the equipment identification information comprises information describing the equipment generally; and

component identification information, wherein the component identification information comprises information describing at least one component of the equipment.

13. The system of claim 10, wherein the first processing device is operative to perform at least one of the following in order to obtain the context information associated with the equipment:

scan an optical code associated with the equipment;

obtain RFID tag information associated with the equipment; and

obtain an image of the equipment;

obtain a video of the equipment;

obtain an audio description of the equipment; and

obtain a textual description of the equipment.

14. The system of claim 10, wherein the first processing device is operative to obtain expert information associated with the equipment based on the context information by obtaining at least one of:

solution information associated with the equipment, wherein the solution information comprises information describing solutions to frequently encountered problems with the equipment;

equipment expert identification information, wherein the equipment expert identification information comprises information describing at least one expert knowledgeable about the equipment generally;

component expert identification information, wherein the component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment;

local expert identification information, wherein the local expert identification information comprises information describing at least one expert knowledgeable about the equipment generally and located within a predefined vicinity of the equipment;

local component expert identification information, wherein the local component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment and located within the predefined vicinity of the equipment; and

equipment documentation information, wherein the equipment documentation information comprises information describing one or more documents associated with the equipment.

15. The system of claim 11, wherein the second processing device is operative to generate updated expert information based on the service information by modifying at least one of the following:

solution information associated with the equipment, wherein the solution information comprises information describing solutions to frequently encountered problems with the equipment;

equipment expert identification information, wherein the equipment expert identification information comprises information describing at least one expert knowledgeable about the equipment generally;

component expert identification information, wherein the component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment;

local expert identification information, wherein the local expert identification information comprises information describing at least one expert knowledgeable about the equipment generally and located within a predefined vicinity of the equipment;

local component expert identification information, wherein the local component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment and located within the predefined vicinity of the equipment; and

equipment documentation information, wherein the equipment documentation information comprises information describing one or more documents associated with the equipment.

16. An apparatus for servicing equipment, the apparatus comprising:

a processing device; and

memory operatively connected to the processing device, the memory comprising executable instructions that when executed by the processing device cause the processing device to;

obtain context information associated with the equipment;

obtain expert information associated with the equipment based on the context information; and

provide service information, wherein the service information comprises information describing how the equipment was serviced, and wherein the service information may be used to generate updated expert information.

17. The apparatus of claim 16, the apparatus further comprising:

a transceiver operatively connected to the processing device, wherein the transceiver is operative to;

transmit the context information to a second processing device; and

obtain the expert information from the second processing device.

18. The apparatus of claim 17, wherein the executable instructions, when executed by the processing device, further cause the processing device to obtain the expert information by causing the processing device to check for network connectivity prior to obtaining the expert information from the second processing device.

19. The apparatus of claim 16, wherein the memory further comprises the expert information, and wherein the executable instructions, when executed by the processing device, further cause the processing device to obtain the expert information by causing the processing device to obtain the expert information from the memory.

20. A computer-readable medium comprising executable instructions that when executed by a first processing device cause the first processing device to:

obtain context information associated with equipment;

obtain expert information associated with the equipment based on the context information; and

provide service information to a second processing device, wherein the service information comprises information describing how the equipment was serviced, and wherein the service information may be used to generate updated expert information.

21. The computer-readable medium of claim 20, wherein the executable instructions, when executed by the first processing device, further cause the first processing device to:

transmit the context information to the second processing device; and

obtain the expert information from the second processing device.

22. The computer-readable medium of claim 20, wherein the executable instructions, when executed by the first processing device, further cause the first processing device to:

check for network connectivity prior to obtaining the expert information from the second processing device.

23. The computer readable medium of claim 20, wherein the executable instructions, when executed by the first processing device, further cause the first processing device to obtain context information associated with the equipment by causing the first processing device to obtain at least one of:

equipment identification information, wherein the equipment identification information comprises information describing the equipment generally; and

component identification information, wherein the component identification information comprises information describing at least one component of the equipment.

24. The computer readable medium of claim 20, wherein the executable instructions, when executed by the first processing device, further cause the first processing device to obtain context information associated with the equipment by causing the first processing device to:

scan an optical code associated with the equipment;

obtain RFID tag information associated with the equipment; and

obtain an image of the equipment;

obtain a video of the equipment;

obtain an audio description of the equipment; and

obtain a textual description of the equipment.

25. The computer readable medium of claim 20, wherein the executable instructions, when executed by the first processing device, further cause the first processing device to obtain expert information associated with the equipment based on the context information by causing the first processing device to obtain at least one of:

solution information associated with the equipment, wherein the solution information comprises information describing solutions to frequently encountered problems with the equipment;

equipment expert identification information, wherein the equipment expert identification information comprises information describing at least one expert knowledgeable about the equipment generally;

component expert identification information, wherein the component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment;

local expert identification information, wherein the local expert identification information comprises information describing at least one expert knowledgeable about the equipment generally and located within a predefined vicinity of the equipment;

local component expert identification information, wherein the local component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment and located within the predefined vicinity of the equipment; and

equipment documentation information, wherein the equipment documentation information comprises information describing one or more documents associated with the equipment.

26. A computer-readable medium comprising executable instructions that when executed by a second processing device cause the second processing device to:

generate expert information associated with equipment based on context information;

transmit the expert information to a first processing device;

receive service information from the first processing device, wherein the service information comprises information describing how the equipment was serviced, and wherein the service information may be used to generate updated expert information; and

generate updated expert information based on the service information.

27. The computer readable medium of claim 26, wherein the executable instructions, when executed by the second processing device, further cause the second processing device to generate the updated expert information based on the service information by causing the second processing device to modify at least one of:

solution information associated with the equipment, wherein the solution information comprises information describing solutions to frequently encountered problems with the equipment;

equipment expert identification information, wherein the equipment expert identification information comprises information describing at least one expert knowledgeable about the equipment generally;

component expert identification information, wherein the component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment;

local expert identification information, wherein the local expert identification information comprises information describing at least one expert knowledgeable about the equipment generally and located within a predefined vicinity of the equipment;

local component expert identification information, wherein the local component expert identification information comprises information describing at least one expert knowledgeable about at least one component of the equipment and located within the predefined vicinity of the equipment; and

equipment documentation information, wherein the equipment documentation information comprises information describing one or more documents associated with the equipment.