Customer support system

• US 7,561,988 B2
• Filed: 09/09/2004
• Issued: 07/14/2009
• Est. Priority Date: 09/09/2004
• Status: Active Grant

• Current Assignee: Amada Company Limited
• Original Assignee: Amada Company Limited
• Inventors: Matsunaga, Wataru, Takagi, Toshio, Mihara, Kazuyoshi
• Primary Examiner(s): Feliciano; Eliseo Ramos
• Assistant Examiner(s): Suglo; Janet L
• Application Number:
  US10/936,498
• Publication Number:
  US 20060053023A1
• Time in Patent Office: 1,769 Days
• Field of Search: 709/224, 700/108, 700/110, 702/176, 702/188
• US Class Current: 702/188
• CPC Class Codes: G05B 19/41875 characterised by quality surveillance of production
• CPC Class Codes: G05B 2219/31205 Remote transmission of measured values from site, local to host
• CPC Class Codes: G05B 2219/31444 Compare actual manufacturing sequence with simulated sequence, correct actual
• CPC Class Codes: G05B 2219/31457 Factory remote control, monitoring through internet
• CPC Class Codes: G05B 2219/32234 Maintenance planning
• CPC Class Codes: Y02P 90/02 Total factory control, e.g. smart factories, flexible manufacturing systems [FMS] or integrated manufacturing systems [IMS]

Abstract

A method is provided for centrally monitoring machines running at remote customer sites and providing customers with adequate support. The method includes collecting machine operating data, including data for each process stage, at the customer sites, and analyzing, at a central location, the collected machine operating data for each machine. Subsequently, a solution based upon the analysis is proposed to the customer for each of the machines, and the solution is then implemented. The method also includes continuously collecting data to check effectiveness of the installed machines and to verify the solution works.

Claims

1. A method for centrally monitoring a plurality of sheet metal manufacturing machines installed at remote customer sites and providing customers with support, the method comprising:

collecting machine operating data on the processing of a workpiece for each stage in the processing of a workpiece at a customer site of a customer, the machine operating data being individually collected for each of the individual stages in the processing of a workpiece;

analyzing, at a central location, the collected machine operating data for one of the plurality of machines;

proposing to the customer a solution based upon the analysis;

implementing the solution using a computer;

continuously collecting data to check effectiveness of the installed machines in processing workpieces and to verify that the implemented solution works;

comparing the data associated with individual process stages of newly upgraded or installed machines to a target value; and

providing an input to reduce the difference between the target value and the data associated with individual process stages of newly upgraded or installed machines to a target value,

wherein the target value is derived from a time study algorithm and time study data,

wherein the target value is derived from at least one of the following;

a consultant estimate of production capacities of the newly upgraded or installed machines, a fixed value derived from the time study algorithm, and a manufacturing time associated with similar workpieces manufactured by the newly upgraded or installed machines,

wherein the time study data is derived from a simulation which verifies process stages employed in a manufacturing process,

wherein the time study data derived from the simulation is based upon the duration of the individual process stages, and

wherein the machine operating data comprises data on the operation of the installed machines and the effectiveness of the installed machines in processing workpieces.

2. The method of claim 1, further comprising researching a machine status before a machine installation.

3. The method of claim 1, in which the proposing further comprises proposing a profit increase based upon current data.

4. The method of claim 1, in which the analyzing further comprises comparing a manufacturing time for a product after an upgrade with a target manufacturing time for the product.

5. The method of claim 1, in which the analyzing further comprises comparing a newly installed machine'"'"'s performance with a target machine'"'"'s performance.

6. The method of claim 1, in which the analyzing further comprises comparing a processing time for a product on a newly installed machine with a known average processing time for the product.

7. The method of claim 1, in which the analyzing further comprises analyzing a long term trend.

8. The method of claim 1, in which the machine operating data comprises a machine operation log, graphics images of the machine, a maintenance history, customer questions and answers, and a history of purchased parts,

wherein the graphics are taken by a camera to continuously monitor the machine to verify that a problem was resolved and to periodically record an operating condition of the machine.