Service interlink

• US 6,892,936 B2
• Filed: 05/16/2002
• Issued: 05/17/2005
• Est. Priority Date: 05/16/2002
• Status: Expired due to Fees

• Current Assignee: Caterpillar Incorporated
• Original Assignee: Caterpillar Incorporated
• Inventors: Sauvageau, Mark A., Wiersema, Theodore E., Riggert, Charles R.
• Primary Examiner(s): FUREMAN, JARED
• Application Number:
  US10/147,025
• Publication Number:
  US 20030213839A1
• Time in Patent Office: 1,097 Days
• Field of Search: 235/375, 235/376, 235/377, 235/378, 235/384, 702/183, 702/184, 702/185, 700/99, 701/29, 705/27
• 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 said first component;

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;

diagnosing said problem associated with said first component in response to the operation of said second component, said problem assessment, said configuration, and said repository information; and

determining a service related action, in response to said diagnosis.

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, said communication including said problem diagnosis.

3. The method of servicing a machine of claim 1 including updating at least one of said plurality of repositories with an addition of information based on a characteristic of said service related action, said information including a characteristic of said second component that caused said problem with said first component.

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 the step of diagnosing said problem further comprises the step of said first supplier diagnosing the problem associated with said first component based on the operation of said second component manufactured 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 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 repair 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 and receive said machine component request and responsively display configuration information associated with said component, said processor being configured to receive a problem statement associated with said first component, access said configuration information from said at least one repository, and diagnose said problem in response to an operation of said second component, and said configuration information.

10. A system as set forth in claim 9, wherein said at least one repository includes a first repository configured to provide diagnostic information for said machine.

11. A system as set forth in claim 10, wherein a second repository provides said diagnostic information for said machine to said first repository.

12. A system as set forth in claim 9, wherein said at least one repository includes a first repository configured to provide historical information for said machine.

13. A system as set forth in claim 12, wherein said a second repository provides said historical information for said machine to said first repository.

14. A system as set forth in claim 9, wherein said at least one repository includes a first repository configured to provide contact information for said machine.

15. A system as set forth in claim 14, wherein a second repository provides said contact information for said machine to said first repository.

16. A system as set forth in claim 9, wherein said at least one repository includes a first repository configured to provide warranty information for said machine.

17. A system as set forth in claim 16, wherein a second repository provides said warranty information for said machine to said first repository.

18. 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;

assessing a problem with said first component;

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;

diagnosing said problem associated with said first component in response to the operation of said second component, said problem assessment, said configuration, and said repository information; and

determining a service related action, in response to said diagnosis.