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EP0881602A2 - Dispositif et procédé de traitemant automatique de commandes de service - Google Patents

Dispositif et procédé de traitemant automatique de commandes de service Download PDF

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Publication number
EP0881602A2
EP0881602A2 EP98106947A EP98106947A EP0881602A2 EP 0881602 A2 EP0881602 A2 EP 0881602A2 EP 98106947 A EP98106947 A EP 98106947A EP 98106947 A EP98106947 A EP 98106947A EP 0881602 A2 EP0881602 A2 EP 0881602A2
Authority
EP
European Patent Office
Prior art keywords
unit
output
input
storage unit
data
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
EP98106947A
Other languages
German (de)
English (en)
Other versions
EP0881602A3 (fr
Inventor
Siegfried Kleine-Besten
Wilmjakob Dr. Herlyn
Dietmar Hildebrandt
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Volkswagen AG
Original Assignee
Volkswagen AG
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Volkswagen AG filed Critical Volkswagen AG
Publication of EP0881602A2 publication Critical patent/EP0881602A2/fr
Publication of EP0881602A3 publication Critical patent/EP0881602A3/fr
Ceased legal-status Critical Current

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Classifications

    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
    • G07C5/00—Registering or indicating the working of vehicles
    • G07C5/08—Registering or indicating performance data other than driving, working, idle, or waiting time, with or without registering driving, working, idle or waiting time
    • G07C5/0841—Registering performance data
    • G07C5/085—Registering performance data using electronic data carriers
    • G07C5/0858—Registering performance data using electronic data carriers wherein the data carrier is removable

Definitions

  • the invention relates to a device and a method for the automatic processing of Service orders, in particular for order acceptance of motor vehicles.
  • An order for service to motor vehicles is created by the vehicle owner or driver or another person to the service personnel of the Service center, for example the workshop, verbally notifies which service work vehicle and an order to do the necessary work granted.
  • the order is then recorded in writing, for example by the order-related Data are entered by hand in a form.
  • Another Possibility is to use the data necessary for the execution of the order to save a data processing system and to have a log printed in which this data is included.
  • the client hands over the vehicle documents and the vehicle keys the service personnel or leaves the keys in the vehicle on the The workshop premises are parked safely.
  • the present invention is therefore based on the object of a device and a To find methods that solve the problems of the known system and in particular avoid long waiting times when accepting orders for service on vehicles and the client can be operated at any time of the day or night.
  • the vehicle owner or driver to place a service order for a vehicle by providing the data on which the order is based, namely the customer data, such as his name, address, telephone number, and the vehicle data, such as the vehicle registration number and possibly the Vehicle type, the year of construction and the chassis number of the vehicle, as well as the desired services by a suitable input unit, for example stored in the system via a typewriter keyboard or the ones already saved Data confirmed.
  • a suitable input unit for example stored in the system via a typewriter keyboard or the ones already saved Data confirmed.
  • the data entered via the input unit in digital electronic signals converted and by means of a control unit, for example a microprocessor, stored in a data storage unit.
  • corresponding programs are stored in a suitable program memory, to which the Control unit can access.
  • This data can e.g. B. be queried by a user-friendly menu.
  • This menu navigation is also in a program memory assigned to the control unit filed, which the control unit can access.
  • easy-to-use user interfaces which are displayed on a screen as an optical output unit support.
  • a confirmation text can either appear on the screen or preferably a written confirmation letter can be printed out on a printer as an output unit.
  • the data entered can be repeated on the confirmation letter be. If necessary, the client, after checking the printed matter Data has determined that individual information is incorrect, this data correct by entering it again and then receive a corrected order confirmation.
  • the vehicle documents are also often used to process an order the vehicle registration, needed.
  • the vehicle must be left of the key must be accessible to service personnel.
  • the documents together with the keys in a wall compartment of the service acceptance point that is not accessible from the outside be thrown in.
  • the user can at any time of day and Issue a service order, especially after the service point has closed. It it is not necessary for him to meet the service personnel directly so that long waiting times for the client are avoided and maximum for him Flexibility is made possible.
  • the order placement itself is usually also shortened, since there are no disruptions as with the direct placement of orders with the personnel themselves occur, for example through telephone calls answered during the customer conversation by the service staff.
  • An input unit can also be used instead of or in addition to the optical display unit acoustic input device is provided as an input unit, preferably a microphone be.
  • acoustic input device is provided as an input unit, preferably a microphone be.
  • this variant is preferable if the user provides information on the desired scope of the order should give, however, no standard specification and the desired service also can not name by a short description.
  • the entry time can be in In this case, it should be limited by a time switch, so that the data quantities are not arbitrarily large must be saved via this input unit. The necessary for this
  • the program sequence is again stored in a suitable data memory and is over accessed the control unit.
  • the system contains an output unit, for example an optical display device, preferably a screen on which the entered data and other data are displayed will.
  • an output unit for example an optical display device, preferably a screen on which the entered data and other data are displayed will.
  • the screen can be used in particular as be designed touch screen. This offers the advantage of less susceptibility to errors since Mechanical keyboards frequently repaired and replaced due to overuse Need to become.
  • the new system can also be installed outside of buildings be while using mechanical keyboards in these places is practically excluded by weather influences.
  • An acoustic output device preferably a loudspeaker, can also be used as the output unit. be provided.
  • an additional mechanically lockable and lockable storage unit with the Operating states “locked” and “unlocked” can be provided by the control unit is controllable.
  • the mechanical storage unit is designed so that the Users can deposit items in or remove items from it.
  • numbered subjects can be provided, which, for. B. rolling on a band or a circulating in a horizontal or vertical plane Chain are attached, and of which either a specific compartment behind one lockable and lockable opening can be placed.
  • the opening can for example can be closed and locked with a burglar-proof flap, only then is unlocked when a signal is given by the control unit.
  • the mechanical storage unit can be controlled by the control unit so that the above Objects can only be deposited or removed if a certain one Dialog state is reached by the control unit.
  • the through the menu-driven dialog program flow generated with the user is also by a corresponding in a suitable data storage stored program specified in the control unit is processed.
  • the storage unit is only then Unlocking the flap is accessible to the user if he is at the time of placing the order Deposit of vehicle documents and keys is requested and upon collection his vehicle if he is with a certain identification feature, e.g. B. one alphanumeric combination (secret code) communicated to him when placing the order has been shown and possibly the payment for the order via a credit card is ensured.
  • the mechanical storage unit can also be designed in such a way that individual Lockable lockers are provided, each of which is secure against break-ins Have door. One of these compartments will only be unlocked when requested to do so in the menu-driven dialog or after identification of the user when picking up his vehicle triggered by a control signal from the control unit. It is also one mechanical storage unit conceivable in which only the key and / or further Documents for collection are deposited.
  • the compartments of the storage unit are unlocked after placing the order. Things are removed individually by the service personnel and via the associated numbers the subjects are assigned to the orders stored in the electronic memory.
  • a suitable sensor can also be provided, the control unit and is assigned to the storage unit and via which the operating state of the storage unit ("locked” or "unlocked") is transmitted to the control unit. In this In the event of incorrect operation, the user can be asked via an output unit to close the storage unit properly.
  • the mechanical storage unit is only after the end of Business hours of the service center put into operation (night operation).
  • the user can do the service order about the system by proceeding as previously described.
  • the client can use this variant Vehicle documents and keys from the storage unit by arrangement via the system or only obtained from the service point itself.
  • the user is informed optically and / or acoustically via the output unit, that he had the requested and needed for the processing of the order To hand over objects to the service point himself or that he should hand over the objects and the Pick up the bill at this.
  • the mechanical storage device locked against automatic unlocking This can be done through appropriate Programming of the control unit can be achieved.
  • An additional magnetic stripe reading device can also be used for various purposes Input unit may be provided.
  • the user can in the insert a credit card into the reading unit.
  • the magnetic stripe reader is also required in the event that the user is identified using suitable ID cards with a readable magnetic stripe is provided. In this case the user is asked to pick up his vehicle in the menu-driven dialog, insert the ID card into the reader.
  • the control unit Identification features that are stored on the magnetic stripe are transmitted. This are compared with stored data and only if they match the saved data, the dialog with the user is continued and z. B.
  • the control unit is assigned at least one storage unit, which is the temporary or permanent storage of data and programs to control the system serves.
  • a semiconductor memory component such as B. a ROM or RAM data memory, or a hard disk memory, a CD-ROM memory, a magnetic tape storage or other storage medium is provided be.
  • a semiconductor memory element used for the temporary storage of individual program parts during operation preferably a semiconductor memory element used.
  • the other specified storage types can be used, for example to inform users about service offers or offers of new vehicles.
  • a CD-ROM memory or a semiconductor memory component can be provided if this Data, such as spoken words in multiple languages or music or sounds, should be saved in digital form.
  • multilingual dialogue Data for acoustic or visual output saved in multiple languages.
  • a semiconductor memory component can also be used to store the data used for acoustic input be provided, preferably an interchangeable, non-volatile and erasable memory element (EPROM or EEPROM).
  • EPROM interchangeable, non-volatile and erasable memory element
  • This component can too Exchange of service hours for a new component, for example and the information stored on the component in a separate device can be read out for further processing. You can then click on the data this building can be deleted so that the component can be reused.
  • control unit is connected to an external one Data processing system connected via an electronic transmission device. This makes it possible to save the stored orders directly into the data processing system to take over.
  • the new system will be installed in a freely accessible location at the service point.
  • the individual components are integrated into a house wall. This offers the advantage that the storage unit can be well protected against burglary.
  • the individual components stand in an isolated Arrangement are housed, the advantage that no significant renovation work are required to install the system.
  • An additional monitoring device is preferably used to further secure the system provided, for example an electronic camera through which a security service can continuously monitor the system.
  • the arrangement of the electronic system shown in Figure 1 includes several Input units, namely a screen 1 designed as a touch screen, a microphone 2 and a magnetic stripe card reader 3, a control unit 4 and one of the control unit 4 assigned storage unit 5 and output units, namely a loudspeaker 6 and a printer 7 and the screen 1 designed as a touch screen the system a mechanical storage unit 8, which a sensor 9 for detecting the Operating states is assigned, the signal output of which is connected to the control unit 4 is.
  • the programs required for the functional sequence of the system are in the memory unit 5 filed. This is a CD-ROM memory, a magnetic hard disk as well as a RAM memory.
  • buttons represent options for the next advertisements, in this case under including a video film about a new motor vehicle product.
  • this button is touched, another mask with the three appears Choices "Register the vehicle for service”, "Pick up the vehicle” and "Back".
  • a corresponding text is also announced via the loudspeaker 6. This text is stored in digitized form on the CD-ROM memory 5. While at a new screen mask each time you choose the two options mentioned first appears, the previous mask is displayed again by touching the third button.
  • a program is created by touching the "Register vehicle for service” button started with several steps, the flow of which is shown schematically in FIG. 2 as a flow diagram is shown.
  • an on-screen keyboard as well as in tabular form are inserted Form shown on screen 1 to be completed.
  • the on-screen keyboard can the queried customer data (last name, first name, address) and the vehicle registration number entered and by touching the button "Confirm entry” get saved.
  • a speaker 6 is used appropriate prompt to confirm the entry is announced.
  • After completion of the Entering the data can be done by clicking on the "Next" button Screen 1. With this new mask, the The user's phone number can be entered and saved.
  • buttons are provided again. These include “inspection”, “Winter service”, “Plaette service AU” and “Individual order”. There can be several Buttons can be activated by touching them. Information about the offered service packages are displayed and after touching the button "Confirm” shows the previous mask again.
  • the "Further information” mask is displayed, if the "Individual services” button has been selected. In this case a request to provide further information by voice or text appears, which the user in turn selects by touching the corresponding buttons can.
  • the "Voice input” button has been selected, the user can after touching the "Start recording” button on the microphone 2 three An order for minutes, for example with a more detailed description of the on the vehicle observed error, formulate.
  • the signals recorded via the microphone 2 are stored in a RAM memory 5 after digitization and can then be used again be retrieved.
  • the recording is touched the button "Stop recording” stopped. The recording can be made by touching it accordingly Buttons can also be listened to and deleted. Then can the user confirms the entry by touching an appropriate button.
  • the digitized data are then stored on the hard disk 5.
  • the user is then asked via another mask to select the desired one Enter pick-up date.
  • two copies of an order confirmation are created with the printer 7, and the User is asked to remove both copies.
  • This order confirmation contains all entered data.
  • the next one appears Request via screen 1 and speaker 6, a copy of the confirmation to sign and the signed confirmation as well as the vehicle key and the Vehicle registration in a mechanical compartment with a specific number Deposit storage unit 8.
  • the user can now choose the one they want Place objects in the compartment, with an ID card deposited there from the compartment Take a magnetic stripe or a secret code and close the compartment. After this The compartment is closed as soon as the user touches the "Next" button. If the user does not close the compartment, this is recognized by the sensor 9 and a signal transmitted to the control unit 4.
  • a program part is started by this switching state, by means of a prompt on screen 1 and by an announcement via Speaker 6 is issued to the user to close the compartment.
  • the magnetic stripe card contains an identification feature, with the help of which electronic System for collecting documents after the service has been performed his order can be identified.
  • the user is asked to insert the magnetic stripe card into the Insert card reader 3.
  • To identify the user via the magnetic stripe card becomes a certain identification data record after starting a corresponding program package retrieved from the hard disk 5 and with those read from the magnetic card Data compared. If the dates match, the card will be issued again, and it appears on the screen 1 the request for a certain invoice amount to pay.
  • a text announces that the user has a Insert credit card into card reader 3. After the user does this, is a subject of the identification on the magnetic stripe card Storage unit 8 unlocked and the user can use the vehicle keys deposited there and take out the vehicle registration document. For this, the unlocking is via the Control unit 4 controlled.

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  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Lock And Its Accessories (AREA)
  • Stored Programmes (AREA)
EP98106947A 1997-05-27 1998-04-16 Dispositif et procédé de traitemant automatique de commandes de service Ceased EP0881602A3 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
DE19722084 1997-05-27
DE1997122084 DE19722084A1 (de) 1997-05-27 1997-05-27 Vorrichtung und Verfahren zur automatischen Bearbeitung von Serviceaufträgen

Publications (2)

Publication Number Publication Date
EP0881602A2 true EP0881602A2 (fr) 1998-12-02
EP0881602A3 EP0881602A3 (fr) 2001-09-19

Family

ID=7830594

Family Applications (1)

Application Number Title Priority Date Filing Date
EP98106947A Ceased EP0881602A3 (fr) 1997-05-27 1998-04-16 Dispositif et procédé de traitemant automatique de commandes de service

Country Status (2)

Country Link
EP (1) EP0881602A3 (fr)
DE (1) DE19722084A1 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0978805A3 (fr) * 1998-08-06 2001-10-04 Volkswagen Aktiengesellschaft Dispositif de traitement automatique de commandes de service

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE10011891A1 (de) * 2000-03-03 2001-09-13 Textilpflege Melle Aufnahmeautomat für zu reinigende Bekleidung und Wäsche
DE10221236A1 (de) * 2002-05-13 2003-12-24 Hans Fellner Vorrichtung und Verfahren zur automatischen Bearbeitung von Serviceaufträgen für Kraftfahrzeuge

Family Cites Families (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4404639A (en) * 1980-12-02 1983-09-13 Chevron Research Company Automotive diagnostic system
US4803348A (en) * 1987-06-30 1989-02-07 Lohrey David W Automated customer interface for services involving drop-off and pickup
FR2619236A1 (fr) * 1987-08-06 1989-02-10 Body Camille Appareil de reception programmable pour objets en vue de leur traitement
US4999763A (en) * 1988-04-25 1991-03-12 Ousborne Jeffrey J Self service access controller
FR2641637B1 (fr) * 1989-01-06 1992-04-10 Onfroy Sampaix Berou Armoire et procede de remise temporaire d'un objet entre deux personnes
US5317503A (en) * 1992-03-27 1994-05-31 Isao Inoue Apparatus for calculating a repair cost of a damaged car
GB2269469B (en) * 1992-08-04 1996-01-03 Tokyo Seimitsu Co Ltd Method of exchanging an article and apparatus therefor
JPH07207965A (ja) * 1994-01-24 1995-08-08 Osamu Endo エネルギー供給ステーションシステムおよび当該システムを稼動させる情報伝達装置ないしキーボックス

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
None

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0978805A3 (fr) * 1998-08-06 2001-10-04 Volkswagen Aktiengesellschaft Dispositif de traitement automatique de commandes de service

Also Published As

Publication number Publication date
EP0881602A3 (fr) 2001-09-19
DE19722084A1 (de) 1998-12-03

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