This application relates generally to cost effective servicing of document processing devices. The application relates more particularly to contemporaneous servicing of geographically proximate devices in accordance with predictive need based on parts cost, estimated remaining life, and cost of device servicing.
Document processing devices include printers, copiers, scanners and e-mail gateways. More recently, devices employing two or more of these functions are found in office environments. These devices are referred to as multifunction peripherals (MFPs) or multifunction devices (MFDs). As used herein, MFP means any of the forgoing.
MFP devices are complex devices that are subject to failures. When devices fail, an end user will initiate a service call. Device failures can be particularly frustrating for device users. Failures can result in periods when a MFP is out of service, leaving users without a powerful office tool and can cause user frustration when a job must wait or an alternative MFP used, such as one that is not conveniently located or one without needed capabilities that were available on the out of service MFP.
Not only are failed devices a burden on end users, they can provide significant financial cost to MFP providers. A common business model for MFPs is one wherein a distributor enters into an end user agreement where the distributer provides a device at little or no upfront cost to the end user. User charges are based a cost per page. This cost reflects device usage charges, as well as maintenance costs. Significant human resource costs are associated with receiving a service call, logging a call, scheduling a service time, dispatching a service technician, and diagnosing and repairing the device. Such service costs can lower the distributor's profitability, increase the end user's cost per page, or both.
Various embodiments will become better understood with regard to the following description, appended claims and accompanying drawings wherein:
The systems and methods disclosed herein are described in detail by way of examples and with reference to the figures. It will be appreciated that modifications to disclosed and described examples, arrangements, configurations, components, elements, apparatuses, devices methods, systems, etc. can suitably be made and may be desired for a specific application. In this disclosure, any identification of specific techniques, arrangements, etc. are either related to a specific example presented or are merely a general description of such a technique, arrangement, etc. Identifications of specific details or examples are not intended to be, and should not be, construed as mandatory or limiting unless specifically designated as such.
In accordance with example embodiments herein, a recommendation engine functions to alert service managers when a customer service call is predicted and thereby promote preventative maintenance and increase customer satisfaction. Unfortunately, dealers can lose money by replacing a part before its end of life. This expense is greater the longer the life left of a prematurely replaced part, and therefore prediction accuracy is desirable. Sending a service technician on a service call based on predicted failures with, for example, less than 80% accuracy may not be viewed as cost effective from a dealer's perspective.
Example embodiments disclosed herein provide service value by adding a cost threshold for replacing parts for the device to the recommendation engine's failure predictions in question, in addition other devices in the area. As a result, the system suggests to a dealer when to make service calls when they are deemed cost effective. Call prediction is enhanced by factoring in a cost of replacing a part, an end-of-lifetime of a part, and a customer location to generate a value of service recommendation and service implementation.
In example embodiments, a process is first triggered when a new service call comes in. A list of device identifiers, such as serial numbers, is obtained for all devices within a prescribed distance boundary. By way of example, a boundary may be set at 10 miles (approximately 16 kilometers) of a device for which a device service ticket is entered. Devices associated with retrieved serial numbers are referenced by the predictive maintenance system to obtain daily predictions for these relatively proximate devices. Devices without any imminent predicted failures are filtered out, leaving only relatively proximate devices that are predicted to have some part failure. For each remaining adjacent device, distance and cost information is gathered and service is recommend or scheduled if it is economical to do so.
Turning to
Server 116 accumulates MFP device status data including a current device state for each MFP 104, which data is suitably obtained by real time reporting, a periodic polling by the server, or periodic reporting initiated for each MFP 104 or MFP network. Device state data may include data reflective of error conditions, device settings, page counts, or toner or ink levels. Server 116 also receives service call log data from one or more service centers such as service center 123. Service call log data suitably includes timing and dates of device services, part replacements made, and the like. This data forms predictive parts failure data by application of any suitable machine learning. Server 116 also suitably stores inventory data corresponding to replacement parts and their associated cost.
Device servicing may be typically initiated by a customer service call 122. An incoming service call is logged and ultimately a service technician 120 is dispatched to address an associated device issue. Service technician 120 then fixes the associated device using one or more replacement parts and a report is then sent to server 116. Remaining devices within the nearby service boundary 108 are also serviced on the same service call dispatch when it is determined to be cost effective to do so, as will be detailed below. Replacement parts for contemporaneous device servicing is suitably obtained from local inventory 124, suitably stocked by delivery from warehouse 128.
A technician service report may include a list of a replacement part or parts used, a time or date of service, a/the location(s) of service, identification of service devices, and the like. Such information is suitably provide to server 116 to update and refine predictive failure modeling.
Turning now to
Processor 202 is also in data communication with a storage interface 208 for reading or writing to a storage 216, suitably comprised of a hard disk, optical disk, solid-state disk, cloud-based storage, or any other suitable data storage as will be appreciated by one of ordinary skill in the art.
Processor 202 is also in data communication with a network interface 210 which provides an interface to a network interface controller (NIC) 214, which in turn provides a data path to any suitable wired interface or physical network connection 220, or to a wireless data connection via wireless network interface 218. Example wireless data connections include cellular, Wi-Fi, Bluetooth, NFC, wireless universal serial bus (wireless USB), satellite, and the like. Example wired interfaces include Ethernet, USB, IEEE 1394 (FireWire), Lightning, telephone line, or the like. Processor 202 is also in data communication with user interface 219 or interfacing with displays, keyboards, touchscreens, mice, trackballs and the like.
Processor 202 can also be in data communication with any suitable user input/output (I/O) interface 219 which provides data communication with user peripherals, such as displays, keyboards, mice, track balls, touch screens, or the like.
Also in data communication with data bus 212 is a document processor interface 222 suitable for data communication with the document rendering system 200, including MFP functional units. In the illustrated example, these units include copy hardware 240, scan hardware 242, print hardware 244 and fax hardware 246 which together comprise MFP functional hardware 250. It will be understood that functional units are suitably comprised of intelligent units, including any suitable hardware or software platform.
Turning now to
Device management system 404 provides device state information 408 for application of machine learning and analysis for predictive device failures by a suitable machine learning platform 412 such as Microsoft Azure. Additional information 416 for such prediction, such as device service log information, is provided by a suitable CMMS (Computerized Maintenance Management System (or Software)) 420, and is sometimes referred to as Enterprise Asset Management (EAM). By way of particular example a CMMS system 420 can be based on CMMS Software, Field Service Software, or Field Force Automation Software provided by Tessaract Corporation.
By way of particular example, a determination of the likelihood of a forthcoming service call can be utilized to schedule device maintenance. Such scheduling is suitably integrated with service calls already scheduled or with servicing of two or more geographically proximate devices to minimize travel time needed for technician on-site visits. Suitable machine learning systems are built on available third party platforms such as R-Script, Microsoft Azure, Google Next, Kaggle.com or the like.
In the illustrated example:
While certain embodiments have been described, these embodiments have been presented by way of example only, and are not intended to limit the scope of the inventions. Indeed, the novel embodiments described herein may be embodied in a variety of other forms; furthermore, various omissions, substitutions and changes in the form of the embodiments described herein may be made without departing from the spirit of the inventions. The accompanying claims and their equivalents are intended to cover such forms or modifications as would fall within the spirit and scope of the inventions.