Customer support system

• US 20060053023A1
• Filed: 09/09/2004
• Published: 03/09/2006
• Est. Priority Date: 09/09/2004
• Status: Active Grant

• Current Assignee: Amada Company Limited
• Original Assignee: Amada Company Limited
• Inventors: Takagi, Toshio, Mihara, Kazuyoshi, Matsunaga, Wataru
• Granted Patent: US 7,561,988 B2
• Time in Patent Office: Days
• 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 machines running at remote customer sites and providing customers with adequate support, the method comprising:

collecting machine operating data for each process stage at the customer site;

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

proposing to a customer a solution based upon the analysis;

implementing the solution; and

continuously collecting data to check effectiveness of the installed machines to verify the solution works.

2. The method of claim 1 further comprising researching a machine status before 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 condition data comprises a machine operation log, graphics images of the operating machine, a maintenance history, and a history of purchased parts.

9. A method for installing a new machine comprising:

frequently recording machine operating conditions for the machine, including information for each process stage, which was installed at a remote location;

analyzing the recorded data at a central location;

suggesting new products and/or services to solve problems found through analysis;

ordering new products immediately; and

after the new products are delivered, continuously monitoring installation effectiveness.

10. A method for maintaining a machine installed at a remote location, comprising:

frequently recording machine operating conditions for each process stage,

analyzing the collected data;

suggesting machine maintenance or parts to solve a problem found through analysis;

immediately ordering and delivering parts that solve the problem;

reporting the problem and solution to the customer; and

continuously monitoring the machine to verify that the problem was solved.

11. The method of claim 10, in which the problem comprises a problem predicted based upon a history of machine operating conditions.

12. The method of claim 10, in which the problem comprises a current problem detected from decreased performance indicated by the machine operating conditions.

13. A system for providing customer support of newly upgraded machinery and/or newly installed machinery, comprising:

a plurality of machines to be monitored, each located at a customer site;

an operating data monitoring and collection system that monitors the machines; and

a call center that receives data from the operating data monitoring and collection system, including data for each process stage, and records the data for analysis.

14. The system of claim 13, further comprising a plurality of portable devices that communicate with the call center, the portable devices being operated by a sales representative or a service engineer.

15. The system of claim 13, in which the analysis further comprises comparing a manufacturing time for a product prior to an upgrade with a manufacturing time for the product after the upgrade.

16. The system of claim 13, in which the analysis further comprises comparing a newly installed machine'"'"'s performance with an old machine'"'"'s performance.

17. The system of claim 13, in which the analysis further comprises comparing a processing time for a product on a newly installed machine with a known average processing time for the product.

18. The system of claim 13, in which the data comprises a machine operation log, and graphics images of the operating machine.

19. The system of claim 14, in which one of the portable devices collects data for each stage of a process by transmitting to the call center a indication of a beginning of the process, and when the process completes, transmitting to the call center an indication of an ending of the process.

20. The system of claim 13, in which the call center prepares a proposal based upon the analysis, the proposal being presented to a customer.