Automated knowledge system for equipment repair based on component failure history

• US 7,206,771 B2
• Filed: 11/11/2003
• Issued: 04/17/2007
• Est. Priority Date: 11/11/2003
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: McClintock, Michael S., Alvarez, Bruce H., Bergeron, Steven R., Cavanaugh, William J.
• Primary Examiner(s): Vincent; David
• Assistant Examiner(s): BUSS, BENJAMIN J
• Application Number:
  US10/605,979
• Publication Number:
  US 20050102119A1
• Time in Patent Office: 1,253 Days
• Field of Search: 706/45, 702183-185, 701 29- 31, 714 1- 2
• US Class Current: 706/45
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

The invention presents a computerized method for tracking equipment repair that begins by receiving an equipment identification of an item of equipment to be repaired from a user through a graphic user interface. The invention provides the user with a list of common problems for that item of equipment (and similar equipment) and a component hierarchy for the item of equipment. The invention allows the user to browse through multiple levels of the component hierarchy and select a major component, a minor component, or a subcomponent from the component hierarchy. The invention receives diagnosis input from the user optionally selecting one of the problems and/or a component from the component hierarchy and, in response, provides the user with detailed information regarding the problem or component selected by the user. Such detailed information comprises, for each direct subcomponent of the selected component (highest level if none selected), the number of failures, the probability of failure, the mean time between failures, the occurrence of the most recent failure for each component and the next expected failure, etc. Successful prior repairs for the same problem/component are presented including tool, date, time, technician, components involved and action taken. These successful repairs are linked to textual comments regarding the repair. Comments made for what is later determined to be an ineffectual repair are linked to the subsequent successful repair information.

Claims

1. A computerized method for tracking equipment repair comprising:

receiving an equipment identification of an item of equipment to be repaired from a user;

determining a number of prior failures for said item of equipment;

providing said user with a list of common problems and a component hierarchy for said item of equipment;

if no selection from said list of common problems and said component hierarchy is received from said user, providing said user with a plurality of statistical failure values and historic repair information for all major components related to all common problems;

if a selection of at least one of a common problem from said list and a component from said component hierarchy is received from said user, providing said user with a plurality of statistical failure values and historic repair information for only selected components and components related to selected problems;

wherein if said item of equipment has at least a predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment alone; and

wherein if said item of equipment has less than said predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment and for other same type items of equipment.

2. The method in claim 1, wherein said receiving of said selection from said user further comprises allowing said user to browse through multiple levels of said component hierarchy and select at least one component from any level of said component hierarchy.

3. The method of claim 1, wherein said statistical failure values comprise the number of failures, the probability of failure, the mean time between failures, the occurrence of the most recent failure, and the next expected failure.

4. The method in claim 1, wherein if said selection comprises a common problem and no components, said historic repair information provided to said user further comprises all successful repairs and any comments regarding unsuccessful repairs of components related to said problem selected by said user, with the most recent successful repairs being listed first.

5. The method in claim 1, wherein if said selection comprises a component and no problems, said historic repair information provided to said user comprises all successful repairs and any comments regarding unsuccessful repairs of said component selected by said user.

6. The method in claim 1, further comprising calculating said statistical failure values based on successful repairs and not on unsuccessful repairs.

7. A computerized method for tracking equipment repair comprising:

receiving an equipment identification of an item of equipment to be repaired from a user;

determining a number of prior failures for said item of equipment;

providing said user with a list of common problems and a component hierarchy for said item of equipment;

if no selection from said list of common problems and said component hierarchy is received from said user, providing said user with a plurality of statistical failure values and historic repair information comprising all successful repairs and any comments regarding unsuccessful repairs for all major components related to all common problems; and

if a selection of at least one of a common problem from said list and a component from said component hierarchy is received from said user, providing said user with a plurality of statistical failure values and historic repair information comprising all successful repairs and any comments regarding unsuccessful repairs for only selected components and components related to selected problems;

wherein if said item of equipment has at least a predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment alone;

wherein if said item of equipment has less than said predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment and for other same type items of equipment; and

wherein said statistical failure values comprise

the number of failures, the probability of failure, the mean time between failures, the occurrence of the most recent failure, and the next expected failure.

8. The method in claim 7, wherein said receiving of said selection further comprises allowing said user to browse through multiple levels of said component hierarchy and select at least one component from any level of said component hierarchy.

9. The method in claim 7, wherein if said selection comprises a common problem and no components, said detailed historic repair information provided to said user further comprises all successful repairs and any comments regarding unsuccessful repairs of components related to said problem selected by said user, with the most recent successful repairs being listed first.

10. The method in claim 7, wherein if said selection comprises a component and no problems, said detailed historic repair information provided to said user comprises all successful repairs and any comments regarding unsuccessful repairs of said selected by said user.

11. The method in claim 7, further comprising calculating said statistical failure values based on successful repairs and not on unsuccessful repairs.

12. A computerized method for tracking equipment repair comprising:

maintaining a database containing data regarding items of equipment, said data comprising component hierarchies, failure descriptions, common problems associated with said items of equipment and historic repair information for said items of equipment;

calculating and storing in said database statistical failure values for said components in said component hierarchies;

wherein said statistical failure values comprise the number of failures, the probability of failure, the mean time between failures, the occurrence of the most recent failure, and the next expected failure; and

wherein the mean time between failures is calculated by ignoring repairs where the same problem occurred within a predetermined time of the most recent failure;

receiving an equipment identification of an item of equipment to be repaired from a user;

determining a number of prior failures for said item of equipment;

providing said user with a list of common problems and a component hierarchy for said item of equipment;

if no selection from said list of common problems and said component hierarchy is received from said user, providing said user with a plurality of said statistical failure values and with historic repair information comprising all successful repairs and any comments regarding unsuccessful repairs for all major components related to all common problems; and

if a selection of at least one of a common problem from said list and a component from said component hierarchy is received from said user, providing said user with a plurality of said statistical failure values and with historic repair information comprising all successful repairs and any comments regarding unsuccessful repairs for only selected components and components related to selected problems;

wherein if said item of equipment has at least a predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment alone; and

wherein if said item of equipment has less than said predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment and for other same type items of equipment.

13. The method in claim 12, wherein said receiving of said selection further comprises allowing said user to browse through multiple levels of said component hierarchy and select at least one component from any level of said component hierarchy.

14. The method in claim 12, wherein if said selection comprises a component and no problems, said historic repair information provided to said user comprises all successful repairs and any comments regarding unsuccessful repairs of said component selected by said user.

15. The method in claim 12, wherein if said selection comprises a problem and no components, said historic repair information provided to said user comprises all successful repairs and any comments regarding unsuccessful repairs of major components related to said problem selected by said user.

16. A computerized method for tracking equipment repair comprising:

maintaining a database containing data regarding items of equipment, said data comprising component hierarchies, failure descriptions, common problems associated with said items of equipment and historic repair information for said items of equipment;

calculating and storing in said database statistical failure values for said components in said component hierarchies;

wherein said statistical failure values comprise the number of failures, the probability of failure, the mean time between failures, the occurrence of the most recent failure, and the next expected failure and are calculated based on successful repairs and not unsuccessful repairs;

receiving an equipment identification of an item of equipment to be repaired from a user;

determining a number of prior failures for said item of equipment;

providing said user with a list of common problems and a component hierarchy for said item of equipment;

if no selection from said list of common problems and said component hierarchy is received form said user, providing said user with a plurality of said statistical failure values and with historic repair information comprising all successful repairs and any comments regarding unsuccessful repairs for all major components related to all common problems; and

if a selection of at least one of a common problem from said list and a component from said component hierarchy is received from said user, providing said user with a plurality of said statistical failure values and with historic repair information comprising all successful repairs and any comments regarding unsuccessful repairs for only selected components and components related to selected problems;

wherein if said item of equipment has at least a predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment alone;

wherein if said item of equipment has less than said predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment and for other same type items of equipment.

17. The method in claim 16, wherein said receiving of said selection further comprises allowing said user to browse through multiple levels of said component hierarchy and select at least one component from any level of said component hierarchy.

18. The method in claim 16, wherein if said selection comprises a common problem and no components, said historic repair information provided further comprises all successful repairs and any comments regarding unsuccessful repairs of components related to said problem, with the most recent successful repairs being listed first.

19. The method in claim 16, wherein if said selection comprises a component and no problems, said historic repair information comprises all successful repairs and any comments regarding unsuccessful repairs matching said component selected by said user.

20. The method in claim 16, wherein said mean time between failures is further calculated by ignoring repairs where the same problem occurred within a predetermined time of the most recent failure.

21. A computerized service for tracking equipment repair comprising:

receiving an equipment identification of an item of equipment to be repaired from a user;

determining a number of prior failures for said item of equipment;

providing said user with a list of common problems and a component hierarchy for said item of equipment;

if no selection from said list of common problems and said component hierarchy is received from said user, providing said user with a plurality of statistical failure values and historic repair information for all major components related to all common problems; and

if a selection of at least one of a common problem from said list and a component from said component hierarchy is received from said user, providing said user with a plurality of statistical failure values and historic repair information for only selected components and components related to selected problems;

wherein if said item of equipment has at least a predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment alone; and

wherein if said item of equipment has less than said predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment and for other same type items of equipment.

22. The service in claim 21, wherein said receiving of said selection further comprises allowing said user to browse through multiple levels of said component hierarchy and select at least one component from any level of said component hierarchy.

23. The service in claim 21, wherein said statistical failure values comprise the number of failures, the probability of failure, the mean time between failures, the occurrence of the most recent failure, and the next expected failure.

24. The service in claim 21, wherein if said selection comprises a common problem and no components, said historic repair information provided to said user further comprises all successful repairs and any comments regarding unsuccessful repairs of components related to said problem selected by said user, with the most recent successful repairs being listed first.

25. The service in claim 21, wherein if said selection comprises a component and no problems, said historic repair information provided to said user comprises all successful repairs and any comments regarding unsuccessful repairs of said component selected by said user.

26. The service in claim 21, further comprising calculating said statistical failure values based on successful repairs and not on unsuccessful repairs.

27. A program storage device readable by computer tangibly embodying a program of instructions executable by said computer, said program of instructions comprising a method for tracking equipment repair comprising:

receiving an equipment identification of an item of equipment to be repaired from a user;

determining a number of prior failures for said item of equipment;

providing said user with a list of common problems and a component hierarchy for said item of equipment;

if no selection from said list of common problems and said component hierarchy is received from said user, providing said user with a plurality of statistical failure values and historic repair information for all major components related to all common problems; and

if a selection of at least one of a common problem from said list and a component from said component hierarchy is received from said user, providing said user with a plurality of statistical failure values and historic repair information for only selected components and components related to selected problems;

wherein if said item of equipment has at least a predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment alone; and

wherein if said item of equipment has less than said predetermined number of said prior failures, then said historic repair information provided to said user is for said item of equipment and for other same type items of equipment.

28. The program storage device in claim 27, wherein said receiving of said selection further comprises allowing said user to browse through multiple levels of said component hierarchy and select at least one component from any level of said component hierarchy.

29. The program storage device in claim 27, wherein said statistical failure values comprise the number of failures, the probability of failure, the mean time between failures, the occurrence of the most recent failure, and the next expected failure.

30. The program storage device in claim 27, wherein if said selection comprises a common problem and no components said historic repair information provided to said user further comprises all successful repairs and any comments regarding unsuccessful repairs of components related to said problem selected by said user, with the most recent successful repairs being listed first.

31. The program storage device in claim 27, wherein if said selection comprises a component and no problems, said historic repair information provided to said user comprises all successful repairs and any comments regarding unsuccessful repairs of said component selected by said user.

32. The program storage device in claim 27, wherein said method further comprises calculating said statistical failure values based on successful repairs and not on unsuccessful repairs.

33. A computerized system for tracking equipment repair comprising:

means for receiving an equipment identification of an item of equipment to be repaired from a user;

means for determining a number of prior failures for said item of equipment;

means for providing said user with a list of common problems and a component hierarchy for said item of equipment;

means for receiving from said user in response to said list of common problems and said component hierarchy one of no selection from said list of common problems and said component hierarchy and a selection of at least one of a common problem from said list and a component in said component hierarchy;

means for providing said user with a plurality of statistical failure values and with historic repair information,

wherein if said number of prior failures for said item of equipment is at least a predetermined number, then said historic repair information is for said item of equipment alone;

wherein if said number of prior failures for said item of equipment is less than said predetermined number, then said historic repair information is for said item of equipment and for other same type items of equipment;

wherein if said no selection is received from said user, then said historic repair information is for all major components related to all common problems; and

wherein if said selection is received from said user, them said historic repair information is only for selected component and for components related to selected problems.