EP1296103A2 - Troubleshooting method for heating apparatus - Google Patents

Abstract

The heating appliance (1) has a control unit (6) which indicates a fault on an indicator (7) and contacts a remote specialist through a modem (2,3) in the appliance in a computer (4) connected to a fault databank (5) where analysis of the fault and rectification costs are established.

Description

The invention relates to a method for eliminating errors or faults the preamble of the independent claim. The procedure is generally applicable however, explained below using a heater.

In known methods for eliminating errors or faults, one is often recognized Errors or faults coded (e.g. "F21") or in plain text (e.g. "None Flame detection ") specified. The specialist can take measures from the message initiate to eliminate errors or faults. To this end, there are systems that first give him the name possible causes of error, e.g. "Ignition failed", "No fuel gas available", etc. There are remedial measures for these causes of errors, e.g. "Check gas tap", "Check gas pressure", etc.

If there is no recommendation for the sequence of corrective actions, it is due to Experience of the craftsman, which remedial measure he uses first. It is also very likely that his wealth of experience is not representative of the entire wealth of experience of all tradesmen who deal with the same mistake or Deal with disorder is.

If there were a recommended order, it would only be as current as the status of the Order creation. However, product updates in particular cause certain errors less likely as new bugs are added.

Furthermore, the cause of the error is secondary to troubleshooting. At given Knowing the cause of the error or malfunction does not help, but merely provides solutions represents a time-consuming, non-value-adding intermediate step.

Corrective measures for certain faults or malfunctions do not only have a specific one Probability of effectiveness, but are also with certain material and Labor costs. This is known in the case of errors or errors Troubleshooting is usually not taken into account.

The aim of the invention is to provide known o.g. Avoid disadvantages and a process for To create errors or malfunctions that take into account experience and one There is a recommendation for economical error or fault elimination.

According to the invention, this is the case with a method for eliminating errors or faults achieved at the outset by the characterizing features of claim 1.

The proposed measures provide a sequence for successive processing Various solution measures are proposed, in which the cause of the problem is not (mandatory) is displayed, since this is a non-value-adding Intermediate step acts, and the material and labor costs as well as the share of successful repairs are taken into account with the respective measure.

According to the features of claim 2, a key figure is formed from this Multiplication of a material cost factor by a work cost factor and one Success factor arises.

The features of claim 3 clarify another type of key figure determination.

According to the features of claim 4, those for the invention Procedure necessary data can be obtained in various ways. So is For example, it is conceivable that the tradesman at certain time intervals get a CD or diskette with data. Much more current is e.g. a call by means of Laptop using a modem or text message on a mobile phone.

The features of claim 5 result in the advantage that the wealth of experience in Repairs that can be accessed are constantly updated.

Analogously to the features of claim 4, according to the features of claim 6 Feedback, i.e. the introduction of the successful repair measure into the database, take place using conventional transmission techniques. It would also be conceivable, albeit something antiquated that the skilled worker fills out a form and becomes the operator of the database send as letter or fax.

According to the features of claim 7, only relatively current data are taken into account, whereby optimizations in the series are also taken into account for repairs. A The still good solution always occurs with the current data. A Solution that has been used less in recent months should also be used in the Database are less considered, since it can be assumed that it is now there are more suitable solutions.

The same applies to the features of claim 8. Certain errors occur due to model maintenance measures, new devices should no longer be used the order that applies to all devices is less taken into account.

You can also the proposed solution to the claim 9 Couple the production interval in which the faulty device was produced.

According to the features of claim 10, the skilled worker is automatically informed as soon as the device detects a malfunction or an error. According to the characteristics of the Claim 11, he also receives information about what repair measures be recommended so that e.g. appropriate spare parts and tools for repair can take with you.

The method is explained using the flowchart in FIG. 1 as an example.

If an error occurs while operating a device, the first question is whether that Device continues to run. If this is the case, the next question is whether the device has the Has recognized errors. If this is not the case, the error cannot be rectified either; the process is then complete.

If the device is running and the error is recognized, the device displays the error on the one hand and forwards it to an analysis device.

If the device does not continue to run, i.e. a fault causes an interruption in operation, This raises the question of whether the device recognizes the type of fault. If this is the case, then the type of error or malfunction is displayed and the analysis device communicated. If the device does not recognize the type of fault, the contractor will notified, who determines the cause, classifies it based on specifications and who passes on the classified cause to the analysis device.

With the help of data from a repair database, which will be discussed in more detail later and knowledge of the nature of the error or malfunction becomes possible Repairs identified. A list of suggestions is drawn up. This takes into account the Material and labor costs as well as the share of successful repairs with the respective repair measures. If the specialist has not yet been notified, so he is now informed about the error or malfunction and the proposed ones Repair measures informed. This has the advantage that it is targeted material for the Repairs can take.

According to the list of suggestions, the skilled worker works the suggested ones Repair measures. It is enough for him to know which remedial measures are taken what error or malfunction needs to be applied; the cause of the error will not needed. If he is successful with a repair measure, the error or Type of malfunction with the successful repair measures to the error database, thus updated, passed on. The process is then finished.

Before a product is launched on the market, an error database is created that contains possible errors or malfunctions and their possible repair measures from the trial operation and FMEAs. All repair measures are assigned a material cost factor M which is greater than zero and less than or equal to 1. 0 <M i ≤ 1

The lower the material cost factor M _{i of} a repair measure i, the greater is M _i . The same thing happens with a time expenditure factor Z _i . 0 <Z i ≤ 1

M _i and Z _i can be mathematically linear, for example M i = Material costs of the repair measure i Material cost of the most expensive repair measure or exponential, e.g. M i = exp (material cost of repair measure i) exp (material cost of the most expensive repair measure) be determined. However, it can also be divided into classes, for example (e.g. time> 2h => Z _i = 0.1, 2h>time> 1h => Z _i = 0.3, 1h>time> 0.5h => Z _i = 0.5, 0.5h> time => Z _i = 1). Ultimately, there is a probability W _i that indicates in what percentage of all cases the repair measure i led to success. 0 <W i ≤ 1 W i = Number of successful repairs with repair measures i Number of all successful repairs

berechnet, wobei n der Anzahl der möglichen Reparaturmaßnahme entspricht. Hieraus ergibt sich eine Rangliste.For a given fault or malfunction, each repair measure i is assigned a factor F _i , which is determined, for example, according to F i = M i · Z i · W i or

calculated, where n corresponds to the number of possible repair measures. This results in a ranking.

While M _i and Z _i generally remain constant - it is also conceivable, for example, that components become cheaper - the probability W _{i is} revised with every repair. If M _i or Z _{i change} , this is adjusted by the factory / manufacturer in the database.

If a new repair measure is added, it has so far no probability W _i . This can be defined arbitrarily, for example if one is convinced that the measure will be particularly promising in the future, or be determined with an average value; then the number of successful repairs would be fictitiously set to the average value.

As devices are usually improved and potential sources of error eliminated as well as new ones Solutions to be worked out should repair data exceed a certain age be removed from the database at certain intervals.

Fig. 2 shows an example of the technical requirements for the method. A heater (1) has a control (6) that can detect errors or faults. Occurs Errors or a malfunction, this is shown on a display (7) in the present "Error 1" case. At the same time, this information, i.e. Identification of the device and the Error or fault message, sent to a specialist by a modem (2). in this connection it is possible that the supervising specialist (or e.g. his fax number or e-mail address) the modem (2) or the control system (6) is known, since this information is used the initial installation is entered. Another possibility is that the Device manufacturer is notified and z. For example, via your own server or Service provider hired a specialist.

In the present case, the skilled worker receives the information about his modem (3) in his laptop (4). He also has contact with the device manufacturer's repair database (5) via his modem (3). 3 shows the information in the repair database (5). An evaluation device (9) in the laptop (4) can calculate the corresponding probability W _i from the absolute number of successful repairs with a solution measure that is stored in the repair database (5). Since the material costs and labor costs of the solution measures are also stored in the repair database (5), the material expenditure and labor time factors M _i and Z _i and thereby the factor F _i can be determined.

Measures 1, 2 and 3 are available for error 1. The analysis device (9) uses the repair database (5) to determine a sequence of these measures, which the skilled worker is then shown on his laptop (4). In this case, he is recommended to first apply measure 3 and then measure 1 and 2 if necessary. The tradesman packs the necessary spare parts and tools, drives to the customer and repairs the heater (1) with measure 1. Then he enters the solution measure in his laptop (4) and sends the error with the solution measure via his transmitter / receiver (8) to the transmitter / receiver (10) of the repair database (5), which is updated according to FIG. 4, whereby the factors W _i and F _{i also} change.

Claims (11)

Method for fault or fault removal, preferably in the case of heaters, in which measures for fault or fault removal are listed in the case of a known fault or fault, characterized in that a sequence of the measures to be used for fault or fault removal is formed, along with the material costs and labor costs each solution measure and the proportion of successful repairs with the respective measure are taken into account for the specific fault or malfunction. A method for eliminating errors or faults according to claim 1, characterized in that the key figure for establishing the sequence of the measures to be used for eliminating the malfunction from the product of a material cost factor of a solution measure with the labor time factor of this solution measure and the proportion of successful repairs with the respective solution measure at the certain error or malfunction is formed. A method for eliminating errors or faults according to claim 1, characterized in that the key figure for establishing the order of the measures to be used for eliminating the malfunction from the product of a material cost factor of a solution measure with the labor cost factor of this solution measure and the proportion of successful repairs with the respective solution measure for the particular one Defect or disruption divided by the sum of the products of all possible material expenditure factors of a solution measure with this disruption with the work time expenditure factors of this solution measure. Method for eliminating errors or faults according to one of the preceding claims, characterized in that the necessary data are retrieved from the Internet by means of CD, diskette, modem / ISDN, SMS, WAP or download. Method for eliminating errors or faults according to one of the preceding claims, characterized in that after one or more successful eliminations of errors or faults, the successful repair measures for further errors or faults in the proportion of successful repairs are taken into account with the respective solution measure. A method for eliminating errors or faults claim 5, characterized in that the necessary data are transmitted by means of modem / ISDN, SMS, WAP or Internet. Method for eliminating errors or faults according to one of the preceding claims, characterized in that, in the case of successful repairs with the respective measure for a particular cause of error / malfunction, only data from malfunction eliminations from a specific time interval, preferably from the present to the past, are taken into account become. Method for eliminating errors or faults according to one of the preceding claims, characterized in that only the data of devices from a specific production interval, preferably from the present to the past, are taken into account in the proportion of successful repairs with the respective measure for a specific cause of fault / malfunction become. Method for eliminating faults or malfunctions according to one of the preceding claims, characterized in that only the data of devices from the manufacturing interval in which the device to be repaired was taken into account for the proportion of successful repairs with the respective measure for a specific fault / fault cause become. Method for eliminating errors or faults according to one of the preceding claims, characterized in that, in the event of a malfunction or a detected error, the skilled tradesman is automatically informed of the device, preferably via modem, WAP, SMS, or the like. Method for eliminating errors or faults according to claim 10, characterized in that the possible repair measures are communicated.

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