U.S. patent application number 09/880973 was filed with the patent office on 2001-12-20 for interactive symptomatic recording system and methods.
Invention is credited to Reichwein, Ernst F., White, Joseph G..
Application Number | 20010053983 09/880973 |
Document ID | / |
Family ID | 22402537 |
Filed Date | 2001-12-20 |
United States Patent
Application |
20010053983 |
Kind Code |
A1 |
Reichwein, Ernst F. ; et
al. |
December 20, 2001 |
Interactive symptomatic recording system and methods
Abstract
An interactive computerized system and process for querying a
customer regarding identification for both customer and equipment,
such as an automobile, information, as well as problems related to
such equipment and desired repairs and maintenance for the
equipment, then compiling and processing the acquired information
and thereafter preparing and printing work orders for the customer,
the service advisor and the mechanics.
Inventors: |
Reichwein, Ernst F.;
(Littleton, CO) ; White, Joseph G.; (Littleton,
CO) |
Correspondence
Address: |
HOLLAND & HART LLP
555 Seventeenth Street, Suite 3200
P.O. Box 8749
Denver
CO
80201
US
|
Family ID: |
22402537 |
Appl. No.: |
09/880973 |
Filed: |
June 14, 2001 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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09880973 |
Jun 14, 2001 |
|
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09122404 |
Jul 25, 1998 |
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Current U.S.
Class: |
705/7.13 ;
705/305 |
Current CPC
Class: |
G06Q 40/12 20131203;
G06Q 10/063114 20130101; G06Q 10/06 20130101; G07C 2205/02
20130101; G07C 5/085 20130101; G06Q 10/0875 20130101; G06Q 10/06311
20130101; G06Q 10/20 20130101; G07C 5/008 20130101 |
Class at
Publication: |
705/1 |
International
Class: |
G06F 017/60 |
Claims
Now, having described our invention, what we claim is:
1. An interactive system for obtaining equipment information,
symptoms and service requests from a customer and developing
mechanics' work orders for equipment, comprising: interactive
input, display and storage means for querying said customer,
receiving inputs and storing the provided information; central
processing unit means for ordering the successive presentation of
appropriate queries on said display means; compiling means
programmed to utilize Boolean logic compilation steps to summarize
inputs received from said customer and to develop said work orders;
and printing means to print work orders for both said customer and
said mechanics.
2. An interactive system for obtaining vehicle information,
symptoms and service requests from a customer and developing
mechanics' work orders for equipment, comprising: interactive
input, display and storage means for querying said customer,
receiving inputs and storing the provided information; central
processing unit means for ordering the successive presentation of
appropriate queries on said display means; compiling means to
summarize inputs received from said customer and to develop said
work orders; and printing means to print work orders for both said
customer and said mechanics.
3. An interactive system for obtaining automobile information,
symptoms and service requests from a customer and developing
mechanics' work orders for said automobile, comprising: interactive
input, display and storage means for querying said customer,
receiving inputs and storing the provided information; central
processing unit means for ordering the successive presentation of
appropriate queries on said display means; compiling means
programmed to utilize Boolean logic compilation steps to summarize
inputs received from said customer and to develop said work orders;
and printing means to print work orders for both said customer and
said mechanics.
4. An interactive system for obtaining automobile information,
symptoms and service requests from a customer and developing
mechanics' work orders for equipment, comprising: interactive
input, display and storage means for querying said customer,
receiving inputs and storing the provided information; central
processing unit means for ordering the successive presentation of
appropriate queries on said display means; compiling means to
summarize inputs received from said customer and to develop said
work orders; and printing means to print work orders for both said
customer and said mechanics.
5. The systems of claims 1, 2, 3 or 4 which further comprise input
and display means for said mechanic to check and input the status
of service or repair work on said equipment, vehicles, or
automobiles.
6. The systems of claims 1, 2, 3 or 4 which further comprise means
for transmitting work order data and completion data to an
accounting subsystem for calculation of a bill.
7. The systems of claims 1, 2, 3 or 4 which further comprise a data
bank of customers, equipment, vehicles or cars to be serviced and
to receive and maintain the status of service jobs.
8. The systems of claims 1, 2, 3 or 4 which further comprise
interactive communications means to originate and receive calls to
and from said customers regarding the status of service or repair
jobs.
9. The system of claims 1, 2, 3 or 4 which further comprise
interactive communications means to order repair parts from
internal or external sources.
10. The system of claims 1, 2, 3 or 4 wherein interactive computer
monitor screens identify relevant portions of the equipment,
vehicles, or automobiles, their locations therein, and the location
and nature of problems relating to the service and repair of the
equipment, vehicles or automobiles.
11. The system of claim 9 wherein said portions of vehicles
comprise engines, transmissions, and two or more drives, heating
and air conditioning, brakes, steering and suspension, power
accessories and electrical systems.
12. The system of claims 1, 2, 3 or 4 wherein said input means
comprise touch-active computer monitor screens and keyboards.
13. The system of claims 1, 2, 3 or 4 which further comprise a
database of scheduled and unscheduled periodic maintenance tasks
linked to pertinent query screens by hypertext.
14. An interactive process of receiving automobile repair and
maintenance customer inputs and developing work orders therefrom,
comprising the steps of querying the customer and receiving inputs
regarding the customer and the automobile ID via preprogrammed
computer input/output means; querying said customer regarding
maintenance and/or repairs needed via said computer input/output
means and programmed sets of questions regarding specified
automobile systems; utilizing Boolean logic steps to compile the
requested services and communicating, printing work orders,
apprising the customer and automobile mechanics of the needed
services and/or repairs.
14. An interactive process of receiving equipment repair and
maintenance customer inputs and developing work orders, comprising
the steps of querying the customer and receiving inputs regarding
the customer and the equipment ID via preprogrammed computer
input/output means; querying said customer regarding maintenance
and/or repairs needed Via said computer input/output means and
programmed sets of questions regarding the specified equipment
systems; utilizing Boolean logic steps to compile the requested
services and communicating, printing work orders, apprising the
customer and equipment mechanics of the needed services and/or
repairs.
15. An interactive process of receiving vehicle repair and
maintenance customer inputs and developing work orders, comprising
the steps of querying the customer and receiving inputs regarding
the customer and the vehicle ID via preprogrammed computer
input/output means; querying said customer regarding maintenance
and/or repairs needed via said computer input/output means and
programmed sets of questions regarding specified vehicle systems;
and compiling the requested services and repairs and printing work
orders, apprising the customer and vehicle mechanics of the needed
services and/or repairs.
16. All inventions taught herein.
Description
FIELD OF INVENTION
[0001] The present invention relates generally to interactive
computerized systems and methods for obtaining and processing
information. More particularly, the present invention pertains to
an interactive system and method for receiving information
regarding a customer, the equipment, such as an automobile, a
tractor and/or trailer, a fork lift, cherry picker or front loader,
and the service or repairs it needs, and the processing of this
information to generate work and parts orders for the customer,
parts. Supplier(s) and mechanic. The invention further pertains to
the optional transmission of work completion data to accounting
and/or quality control subsystems. While the invention is usable
for servicing a variety of equipment, it will be primarily
described here in terms of automobiles because the description of
this example addresses most, if hot all, of the problems relative
to a large repair shop for such equipment.
BACKGROUND OF THE INVENTION
[0002] Dropping off equipment at a dealership or repair shop for
service can be a time-consuming and frustrating activity. Even
though such organizations may open as early as 7 a.m. and stay open
until 6 p.m., or so to accept equipment for service, these hours
are not always long enough to accommodate all customers.
Consequently, some customers find it necessary to drop their
equipment off during the hours the service centers are closed. With
automobiles, for example, the driver usually leaves their keys in
an envelope upon which they write the observed problems and request
service. Appliances would be put into a cubicle, which locks on
closure after the owner has filled out a problem description. In
such instances, the complete situation is not always communicated
effectively. Even when the repair shop is open, the customer may
need to wait quite some time to provide the necessary information
to a service manager or other representative, creating further
delays. This process is improved using the modern computer
technology of this invention.
[0003] The present invention provides an interactive,
user-friendly-diagnostic system for the driver or other equipment
deliverer. The customer can answer basic Menu-driven queries and/or
prompts and the system will prepare and transmit to the repair
center a preliminary diagnostic report such as hard starting in the
cold--never happened before. The system is particularly useful for
employment outside the normal operating hours of the repair
facility.
[0004] Representative of the art is;
[0005] U.S. Pat. No. 5,214,582, issued to Gray, teaches interactive
diagnostic systems and methods for automotive vehicles of the type
having networks Of sensors and actuators for sensing and actuating
various functions in the vehicle and onboard computers for
monitoring sensors and controlling the actuators. An external
computer is used to control selected actuators independent of the
onboard computer and for simulating operation of selected sensors.
At the same time, the electronic data entering and exiting the
onboard computer is monitored and analyzed by the external computer
for trouble shooting purposes.
[0006] U.S. Pat. No. 5,513,107, issued to Gormley of Ford Motor
Co., teaches methods and apparatus for controlling operating
subsystems of motor vehicles. Diagnostic and maintenance services
for the vehicles are provided by monitoring various operating
subsystems connected to a vehicle controller and recording
diagnostic data. Such data can be periodically communicated to a
service center which determines the service(s) needed and
communicates there conclusions back to the vehicle controller where
it is displayed to the vehicle operator.
[0007] U.S. Pat. No. 5,557,268, issued to Hughes et al. of Exxon,
teaches an automatic vehicle recognition and customer automobile
diagnostic system. Each vehicle includes a transponder that
transmits an rf code so that vehicle diagnostic measurements made
upon entry to the service facility can be associated with the
specific vehicle and displayed to the customer in their service
area.
[0008] U.S. Pat. No. 5,058,044 issued to Stewart et al., teaches a
system for automatically identifying vehicles assimilating data
from the identified vehicle, correlating the data with
predetermined data and providing a statement of account for a
transaction involving the vehicle. A service record for the vehicle
is prepared by the system for use in connection with such
transactions. Data for the service record is provided primarily by
onboard sensors, but may be augmented by data submitted via an
onboard keyboard.
[0009] U.S. Pat. No. 4,602,127, issued to Neely et al., teaches a
vehicle diagnostic system comprising a portable communications
control station and a remote data processing station. A portable
communications controller is connected to a vehicle data terminal
to obtain data from the vehicle's onboard computer.
[0010] U.S. Pat. Nos. 4,975,847 and 5,065,023, both issued to Abe
et al., teach motor vehicle diagnosis systems.
[0011] U.S. Pat. No. 5,541,840, issued to Gurne et al. of Chrysler
Corporation, teaches a hand-held automotive diagnostic service tool
which can operate with a master station to monitor, display, and
process vehicle data and diagnose fault conditions. Service manual
pages can be displayed and parts ordered on-line.
[0012] U.S. Pat. No. 5,533,093 teaches an automated troubleshooting
mechanism incorporated into portable test and communications
equipment for telephone lines. Work order manager software is
employed.
[0013] U.S. Pat. No. 4,916,441 teaches a hand-held pocket terminal
having a display screen and bar code reader for use in conjunction
with patient medical care.
[0014] Various aspects of interactive CRT touch panel displays are
taught by U.S. Pat. Nos. 4,449,186 (to Kelly et al.), 5,404,443 (to
Hirata), 5,488,575 (to Danielson et al.), 5,499,707 (to Steury) 1
5,537,315 (to Mitcham) and 5,539,429 (to Yano et al.). Such touch
panels have been found useful in facilitating communications in a
variety of customer service contexts.
[0015] The Super Advisor System marketed by Automatic Data
Processing, Inc., of Hoffman Estates, Ill., USA, allows Service
advisors to use a hand-held, wireless pen pad computer system to
select or decline maintenance items displayed on the computer's
screen and to describe vehicular problems via a series of
checklists and multiple-choice questions. The system also provides
customer appointment management, etc., using Microsoft
Windows.RTM..
[0016] One aspect of the present equipment service invention is to
provide an efficient system and process for obtaining, recording
and utilizing appropriate information about a vehicle and its
required service from a customer.
[0017] Another aspect of the invention is to provide a system for
obtaining such information without the need for the presence of a
representative of the repair shop.
[0018] Yet another aspect of the invention is to provide a
complete, concise, and readable repair/service order for the
mechanic, parts suppliers, and customer.
[0019] These and other objectives are fulfilled by preprogrammed
interactive computer systems for obtaining vehicle information,
symptoms and requests from a customer, and developing work and
parts orders. The system includes:
[0020] interactive input, display, computing and storage mechanisms
for querying the customer, receiving inputs of information, and
storing the provided information;
[0021] preprogrammed central computer processing unit(s) for
ordering successive presentations of appropriate queries for the
customer via the display means;
[0022] a compiler to summarize the inputs received and process the
summary to generate a work and/or parts order; and at least one
printer to print the work order for both the customer and mechanic,
billing records, and reminders to the vehicle service and other
personnel for future services.
[0023] Optionally, an input mechanism can be provided to transmit
data upon completion of the work to an accounting module or
subsystem to facilitate preparation of the hill and notification of
the customer by the accounting department. Such data can also be
transmitted to a quality control subsystem.
[0024] Further input and display mechanisms are provided for the
mechanic to check and provide status information about the
automobile's current service program. A data bank is provided to
receive and maintain current status information on work assignments
being performed for customers and cars. Interactive communication
units are provided to originate and receive calls to and from
customers regarding the status of the work assignments on their
cars. Interactive communication units are also provided to initiate
and execute orders for service, supplies, and parts from dealer
stock or external providers.
[0025] Other components of the system include interactive computer
monitor screens which identify relevant portions of the vehicle,
the locations therein, and symptoms. Input mechanisms for the
system include touch-activating monitor screens and keyboards. A
database of scheduled and unscheduled periodic maintenance tasks
for various types of vehicles serviced can be linked to the
pertinent query screens. This database information can be provided
at a distance by use of the Internet or locally through computer
memory. Programmed query sets include the categories of
engine/drivability, noise/vibrations, transmission, 2 and 4-wheel
or more drive, heater/AC, brakes, steering/suspension, power
accessories/electrical, and miscellaneous other services.
[0026] Further, an interactive computerized process is provided for
receiving customer inputs for developing work orders for automobile
repair and maintenance. This is accomplished by steps
including!
[0027] querying the customer and receiving inputs regarding the
customer and automobile ID via computer input and output systems
using Programmed sets of questions regarding specified vehicle
systems and categories regarding the maintenance and/or
repairs;
[0028] selecting the services which are requested and/or needed,
including investigative work;
[0029] printing, storing and displaying work orders including the
provided customer and vehicle ID and assigned services for both the
customer and the assigned mechanics; and
[0030] printing reminders for use by the equipment owner or
equipment service personnel relative to prior history, dates or
usage mileposts requiring further service or bar-coded information
for future reference.
BRIEF DESCRIPTION OF THE DRAWINGS
[0031] Like reference characters designate corresponding parts in
the several views.
[0032] FIG. 1 provides a block diagram of the system, as it would
be used at a typical automobile dealership or repair shop.
[0033] FIG. 2 is a master flow sheet illustrating the organization
and operation of the system.
[0034] FIG. 3 illustrates a "customer service process" of using the
system.
[0035] FIGS. 4-11 are queries for each of the subcategories of FIG.
2.
[0036] FIG. 4 is a flow sheet for the category 1, "Engine
Drivability", problems.
[0037] FIG. 5 is a flow sheet for the category 2,
"Noises/Vibrations", problems.
[0038] FIG. 6 is a typical flow sheet for the category 3,
"Automatic/Manual/4 Wheel Drive", problems.
[0039] FIG. 7 is a flow sheet for category 4, "Heating/AC",
problems.
[0040] FIG. 8 is a flow sheet for category 5, "Brakes",
problems.
[0041] FIG. 9 is a flow sheet for category 6,
"Steering/suspension", problems.
[0042] FIG. 10 is a flow sheet for category 7, "Power
Accessories/Electrical", problems.
[0043] FIG. 11 is a flow sheet for the category 8, "Other
Services".
[0044] FIGS. 12-21R are illustrative of computer screens useful for
obtaining the information needed under categories 1-8.
[0045] FIGS. 12A to 12G illustrate selected computer monitor
screens for "Introductory Information."
[0046] FIG. 13 illustrates a computer monitor screen for the
selection of pertinent categories.
[0047] FIGS. 14A to 14D illustrate computer monitor screens for the
"subcategory 1" program.
[0048] FIGS. 15A to 15E illustrate computer monitor screens for the
"subcategory 2" program.
[0049] FIGS. 16A to 16E illustrate selected computer monitor
screens for the "subcategory 3" program.
[0050] FIGS. 17A to 17E illustrate selected computer monitor
screens for the "subcategory 4" program.
[0051] FIGS. 18A to 18D illustrate selected computer monitor
screens for the "subcategory 5" program.
[0052] FIGS. 19A to 19D illustrate selected computer monitor
screens for the "subcategory 6" program.
[0053] FIGS. 20A to 20F illustrate selected computer monitor
screens for the "subcategory 7" program.
[0054] FIGS. 21A to 21S illustrate selected computer screens for
the "subcategory 8" program.
[0055] FIGS. 22A to 22C illustrate selected computer screens for
the "Additional Services" program.
[0056] FIG. 23 illustrates a computer screen for addressing
"Additional Problems."
[0057] FIG. 24 illustrates a screen for "Unscheduled Services."
[0058] FIGS. 25A-26B illustrates screens asking for a review the
"Repair Order."
[0059] FIG. 26 illustrates an "Estimated Repair Costs" screen.
[0060] FIG. 27 illustrates a "Designation of the Service Advisor
and Cost Estimate" screen.
[0061] FIG. 28 illustrates a screen authorizing the repair work and
acknowledges the criteria under which the repair is to be done.
[0062] FIG. 29 is illustrative of a screen providing instructions
for the deposition of keys into a lockbox.
[0063] FIG. 30 illustrates a screen allowing a designation of
whether the customer wishes to "Wait, Drop off the Car, or obtain a
Loaner."
[0064] FIGS. 31A and 31B illustrate screens relating to the
acceptance of the finished repair order.
[0065] FIG. 32 depicts the representative print-out of "Repair
Order."
[0066] FIG. 33 is a portion of a typical flowsheet for the repair
of other vehicles and equipment.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0067] FIGS. 1 and 2 provide an overview of the systems and methods
of the invention. FIG. 1 is a system overview of the invention. A
customer brings an automobile to the repair center where customer
interacts with customer interview terminal screen 10. This console
can include a portable personal computer or, at least, a
freestanding terminal serving a master computer. It comprises input
means and interactive display means, preferably a touch-active CRT
screen such as disclosed in U.S. Pat. Nos. 4,449,186; 5,404,443;
5,488,575; 5,499,707; 5,537,315 and 5,539,429 incorporated herein
by reference. Such touch-active screens preferably incorporate
audio output means, as disclosed in U.S. Pat. No. 4,449,186. The
system is designed so that the hardware and software cooperate to
provide convenient means for the customer to provide the necessary
information. Preferably, most information will be provided via the
touch-active screen in response to a menu-driven series of queries
or prompts, Some of the input information (i.e., vehicle and
customer ID, credit card payment information, and the like) can be
provided by inserting to the card reader 20 a credit card, or other
identity card issued by the repair center to minimize effort on the
part of the customer and errors as well. Such cards can be used to
unlock and provide access to the console and other input devices to
minimize vandalism or other unauthorized activities, Alternatively,
systems can be used which automatically sense the vehicle's ID
and/or the condition of the vehicle systems 40, see e.g., U.S. Pat.
No. 5,058,044. To augment the preferred touch-active screens, a
standard or simplified alphanumeric keyboard 30 can be provided,
and optionally provisions can be made for the customer to dictate
into the input system using devices such as the voice-activated
system disclosed in U.S. Pat. No. 5,586,037.
[0068] In addition to the Customer's direct input of ID data,
observed symptoms, and requests at this intake transaction,
customer may be assisted by a service advisor or other
representative of the repair center. Such representatives may enter
information at the console 10, and/or use a hand-held device such
as disclosed above. Optionally, readings may be taken from the
vehicle's onboard computer 50 at this point using d hand-held unit
or other computerized monitor. In this way, the error codes from
the onboard computer can be read, analyzed, and considered in
writing up the service order. This will normally be available only
if the customer is willing to wait and there is a repair center
representative available to take the readings unless an automatic
sensor system is used as in U.S. Pat. No. 5,557,268. A service
advisor may introduce information into the system via console 10,
either during the customer's intake transaction or thereafter.
Preferably, the service advisor will employ a hand-held unit
incorporating the functions of console 10.
[0069] The console displays menus, queries, prompts and
input/output data on the CRT screen, and upon command or completion
of the transaction prints out materials via printer 40 for the
customer's use,
[0070] The information inputs all enter a central processing unit
(CPU) 70 component of a computer where they are analyzed and
correlated. The system may query the customer further to develop
the input information fully before closing the transaction. When
the initial information is obtained, the system prepares a service
order if the needed service and/or repairs are clear. If more
information is needed to determine the Service required, the system
can print out and display a proposed service order containing
queries for the mechanic and/or service advisor to analyze. The
service mission is subject to change after readings have been taken
from the vehicle's onboard computer.
[0071] A finished service order will be transmitted to mechanic via
printer 90 and/or console, which displays the order on a CRT
screen. Using similar input means to those described for console
10, the mechanic can submit information to modify the service
order, query the service advisor as to what work is approved, and
advise the system when the job is completed or delayed. Such inputs
will be transmitted to CPU 70 which stores and processes them,
Events including job completion or delay are transmitted via
suitable communications media, such as the telephone, facsimile, or
e-mail, to the customer using customer notification programs.
Additionally, in the process of the job, the CPU can be used to
optionally identify and order materials, spare parts and the like
for the service using ordering program.
[0072] FIG. 2 is a master flow sheet illustrating the operation of
the computerized process outlined in FIG. 1. To initiate the intake
process, the customer approaches terminal 100. Information input
can be by scanner, e.g., FIGS. 12A and 12B, or other means, e.g., a
typewriter. Preferably, the information is generally input by use
of a touch screen. Where a numeric input is needed, a keypad will
appear, e.g., 12A and 12B. Where alphabetic and numeric information
is needed, an alphanumeric keypad will appear, e.g., 12C. Specific
information is input into the computer of a preferred hand-held
unit by stylus pressure on a square, e.g., FIG. 13E; a dot, e.g.,
13F, a circle, e.g., 13G. Basic ID, and, where selected, credit
card information can be provided via an ID card reader 105 and/or
submitted via touch-active screen or keyboard. The information
provided appears on display 110 which provides correction prompts
or queries. For example, if the current vehicle mileage and phone
contact information are not provided initially, they can be
submitted upon request as at 115 and 120. When the necessary intake
information is provided, the display shifts to the main menu 125
which offers multiple choices as well as a "Help" function. In FIG.
2, the main menu categories include the Engine/drivability (1),
Noise/vibrations (2), Automatic/manual/4-wheel Drive Transmission
(3), Heater/AC (4), Brakes (5), Steering/suspension (6) Power
accessories/electrical (7), and Other services (8) subcategories.
These categories are supplemented (See FIG. 32) for vehicles more
complex than automobiles, e.g., a Peterbilt truck, and
vehicle-based equipment, e.g., a cherry picker and a front loader.
Each of these menu choices leads to subroutines containing multiple
menu choices to guide the customer through an interrogation process
which will identify the problems to be corrected and/or routine
services to be performed. Exemplary flow diagrams for these
subcategories are provided in subsequent figures discussed below.
Upon completion of any of the subroutines 1 through 8, the display
shifts to a "General Questions" subroutine 130 which queries the
customer as to how often the problem occurs and similar questions.
After responding to these queries, the customer is queried as to
whether there are additional vehicle problems 135; if "yes", the
program reverts to the main menu for further choices. Selection of
the "other services" menu 140 provides options for choosing various
maintenance services as well as a "Help" option which refers the
customer to the service advisor as shown at 145.
[0073] Upon completion of the interrogation via the categorical
subroutines, the customer is automatically transferred to
"Additional Services" subroutine 150, which offers further choices
discussed below for routine service operations and the like. When
the customer has finished with this subroutine, customer is
transferred to an additional services menu 150 which offers
additional service options. Once the customer exits this menu,
customer is transferred to subroutine 155 which uses Boolean and
other processing logic to provide a compilation of the symptoms and
requested service items and displays the compilation along with a
menu of additional accessories or services which can be purchased.
Following this, subroutine 160 provides a cost estimate of any
requested maintenance services, and subroutine 165 provides a cost
estimate of repair costs and pickup time. The repair/work order is
presented by subroutine 170, and the customer's electronic
signature is captured. On signature of the repair order,
instructions for leaving the key(s) in a secure depository are
shown at 173. Subroutine 175 then queries whether the customer will
wait for the vehicle, drop it off, or request a loaner vehicle.
This subroutine also queries the customer's requests with regard to
the disposition of the used parts. Finally, the finished repair
estimate is displayed and printed out for both the customer,
service advisor and the mechanic at 180.
[0074] FIG. 3 illustrates a customer's interaction with the system.
As in FIG. 2, a customer interacts with blocks 300, 305, 310, 315,
320, and is transferred to main menu 325. Category 1
Engine/drivability is selected by the customer at 330 and menus are
presented as in FIG. 4. The customer is exposed to a succession of
computer monitor screens in the course of selecting from the menu,
as illustrated in FIGS. 12A to 12G. As shown in FIG. 3, the
customer selects the "Symptoms when starting category at 335, and
thereafter is called upon to describe the symptoms at 340 and when
they occur at 345. After the selection of the latter, the system
transfers to the "General questions", subroutine 350. After this
question is answered, the system transfers to the "Additional
vehicle problems", subroutine 355. In this case, the customer
selects "NO", and is transferred to the "additional services" menu
360. Since the customer chooses no additional services, the system
analyzes the symptoms and any requested maintenance services at 365
and presents the customer with a menu of additional merchandise and
services which can be purchased. Subroutine 370 presents the
customer with the estimated maintenance costs (if any), and
subroutine 375 presents a statement of estimated repair costs and
pickup time. The system then captures the customer's signature 380,
queries as to whether customer will wait or drop off the vehicle
385 with the repair organization, whether a loaner is required, and
whether parts are to be returned as shown in block 385. Finally,
the finished repair order is displayed and printed for both
customer and mechanic at 390.
[0075] FIG. 4 illustrates the operation of the "Engine/drivability"
menu (category 1). The customer is initially presented with a
choice as to describing symptoms which occur when starting or
driving, or "Other symptoms". Given any of these three choices, the
customer is asked to describe the nature of the symptoms, then
queried to describe when the symptoms occur. Optionally, inputs
from the service computer can be provided at this point to provide
further information on the nature of the symptoms and when they
occur. After these questions are answered, the subroutine
transitions to a "General Questions" subroutine to describe `how
often the symptoms occur. From General Questions, the customer
selects whether or not there are Additional Vehicle Problems. If
none, customer proceeds to Additional Services; if "yes" is
answered, customer is returned to the Main Menu to make another
choice,
[0076] FIG. 5 illustrates the menu choices for "Noise/vibrations"
(Category 2). The initial menu allows the customer to select noises
or vibrations alone or a combination of both, Whatever the choice,
the customer will be queried as to what the nature of the symptoms
are, when they occur and where the symptom occurs. Input from the
service computer can be provided to assist in the analysis.
Finally, the customer is queried as to "how often" the symptoms
occur. At this point, the computer advances to "Additional Vehicles
Problems" 135.
[0077] FIG. 6. Illustrates menu choices for a
"Automatic/manual/4-wheel drive" transmission check (Category 3).
The initial menu requires selection as to automatic or manual
transmissions or the 4-wheel drive. Once a selection is made, the
customer is queried as to the nature of the symptoms and when they
occur. These questions answered, the customer is queried as to how
often the symptoms occur. After all these questions are answered
for a subcategory, the customer is queried as to whether there are
problems in another subcategory. If not, the system moves to the
closing sequence. If the customer indicates that there are problems
in another subcategory, (e.g., problems with the 4-wheel drive in
addition to the transmission), the computer returns to the main
menu 125 for another selection.
[0078] FIG. 7 illustrates the operation of the menu for
"Heating/Air Conditioning" (Category 4). The initial menu
selections are for symptoms of heating, air conditioning or
automatic temperature control. Once a subcategory is selected, the
customer is again called upon to describe the nature of the
symptoms and when they occur. These questions answered, the system
transitions to "General Questions" including how often the symptoms
occur. After these questions are answered, the customer is called
upon to declare whether there are additional problems in other
subcategories. If not, the closing sequence is actuated. If so,
customer is returned to the menu 125 to make another selection.
[0079] FIG. 8 illustrates the menu choices for "Brakes" (Category
5). The initial menu selections are for conventional brakes,
anti-lock brake systems, or combinations of both. As in the other
categories, the customer is called upon to describe the nature of
the symptoms, when they occur, and how often they occur before
returning to the main menu or going through the closing
sequence.
[0080] FIG. 9 illustrates the menu choices for
"Steering/Suspension" (Category 6). The initial menu choices are
for steering or suspension problems, and after making a selection,
the customer is called upon to describe the nature of the symptoms,
when they occur, and how often they occur, After these questions
are answered, the customer is queried whether there are any
symptoms in the other subcategory (e.g., suspension in addition to
steering). It not, customer is returned to the main menu or passed
through the closing sequence.
[0081] FIG. 10 illustrates the menu choices for "Power
Accessories/Electrical" (Category 7). The initial menu choices are
for electrically operated components and power accessories, and
once a selection is made, the customer is queried as to the nature
of the symptoms, when they occur, and where they occur. Once these
questions are answered, the customer is queried as to how often the
symptoms occur. Upon completion of these questions, the customer is
queried as to whether symptoms exist in another subcategory. If
not, the customer is returned to the main menu or to the closing
sequence.
[0082] FIG. 11 illustrates the menu operation for "Other" problems
(Category 8), The initial menu choices are scheduled and
unscheduled maintenance, i.e. maintenance which is conducted at
predetermined total mileage figures or at periodic mileage/time
intervals. Once selections are made for any required maintenance in
these subcategories, the system queries the customer regarding
"Additional Vehicle Problems". Subcategories 3 and 4 provide menu
choices regarding problems with the vehicle exterior and interior.
Having selected one of these subcategories, the customer is queried
as to the nature of the symptoms, when they occur, and where they
occur before being asked general questions including how often they
occur. When queries and answers for each subcategory are completed,
the customer is queried as to whether problems/symptoms exist in
other subcategories. If so, customer is returned to the main menu
for another selection or progresses through closing sequence.
Subcategory 5 covers special orders or parts and recall notice
items. Subcategory 6 deals with new or used-car problems. In
subcategory 7, "General Symptoms", the customer is again called
upon to describe the nature of the symptoms, when they occur, and
where they occur then how often the symptoms occur.
[0083] FIGS. 12A and 12B illustrate computer screens which relate
to information obtained by optic, magnetic or rf (including
microwave) scanning. FIGS. 12C-12D illustrate screens which enable
the customer to input personal information. FIGS. 12E and 12F are
illustrative of screens enabling the customer to input "Mileage" by
pressing a "change" designator to bring up a numeric keypad. FIG.
12G similarly enables the customer to enter a telephone number for
contact during the period the car is in the shop. An illustrative
keypad screen is omitted.
[0084] FIG. 13 illustrates screens for the selection of one or more
repair categories. Category 1, "Engine/Drivability" has been
selected as indicated by the outline around that category.
[0085] FIGS. 14A to 14E illustrate computer monitor screens for the
"Category 1" program. FIG. 14A identifies the category and asks for
the selection of "Symptoms." FIG. 14B illustrates a screen for
"Symptoms when starting." FIG. 14C illustrates the screen for "When
do you notice it", i.e., the questions about the nature and
frequency of the symptoms. FIG. 14D illustrates the screen querying
the customer regarding "Symptoms when driving".
[0086] FIGS. 15A to 15E illustrate selected computer monitor
screens for "Noises and Vibrations", the Category 2, program. FIG.
15A illustrates a computer screen representing the selection of the
"Noise or Vibration" category, including selections for noises
and/or vibrations. FIG. 15B illustrates a screen representing the
selection of the "Noise information" subcategory. FIG. 15C
illustrates the screen presenting the query "Where is it coming
from?" via a diagram. FIG. 15D illustrates a screen querying "When
does it happen" containing generic questions pertaining to noises
and/or vibrations. FIG. 15E illustrates the screen requiring the
selection of vibrational categories. "Shudder" has been
selected.
[0087] FIGS. 16A to 16E illustrate selected computer monitor
screens for a Category 3, "Automatic/Manual/4 Wheel Drive
Transmission" program.
[0088] FIG. 16A illustrates the computer screen for the category of
"Transmission" information, offering choices for automatic or
manual transmissions or an exemplary 4-wheel drive. FIG. 16B
illustrates the screen for the "Automatic transmission" subcategory
offering choices as to types of symptoms observed. FIG. 16C
illustrates the screen for the "Manual transmission" subcategory,
offering choices of various symptoms observed. FIG. 16D illustrates
a screen for "4-wheel drive transmissions" subcategory offering
choices as to various symptoms observed. FIG. 16E illustrates a
screen querying `When does it happen", with a set of generic
questions applicable to any of the subcategories.
[0089] FIGS. 17A to 17E illustrate selected computer monitor
screens for the category 4, "Heater/AC" program. FIG. 17A
illustrates the computer screen for defining the Heating or Air
Conditioning problem. FIG. 17B illustrates a screen for the
`Heating" category. FIG. 17C illustrates a screen for the "Air
Conditioning" category. FIG. 17D illustrates a screen for the
automatic temperature control system. FIG. 17E illustrates a screen
providing questions as to "When does it happen."
[0090] FIGS. 18A to 18D illustrate selected computer monitor
screens for the category 5 "Brakes" program. FIG. 18A illustrates a
computer screen for defining the particular brake system. FIG. 18B
illustrates a screen for defining the problem with a conventional
braking system. FIG. 18C illustrates a screen for defining problems
with regard to an anti-lock braking system. FIG. 18D illustrates a
screen querying "When does it happen."
[0091] FIGS. 19A to 19D illustrate selected computer monitor
screens for the category 6, "Steering and Suspension" program. FIG.
19A illustrates a computer screen for defining whether the problem
relates to steering or suspension. FIG. 19B illustrates the screen
for the "Steering information" subcategory including questions
regarding various symptoms observed with regard to the steering.
FIG. 19C illustrates the screen for the "suspension" subcategory,
including questions regarding various symptoms observed. FIG. 19D
illustrates the screen for "When does it happen" including
questions regarding the operating modes and speed when either
steering or suspension symptoms occur.
[0092] FIGS. 20A to 20F illustrate selected computer monitor
screens for the "Electrical" program. FIG. 20A illustrates a
computer screen offering choices of problems connected with
"electrically operated components" or "power accessories". FIG. 20B
illustrates a screen which includes questions regarding the
specific components requiring service. FIG. 20C illustrates a
screen including questions regarding "Power accessories" where the
symptoms are observed. FIG. 20D illustrates a screen for narrowing
the search terms. FIG. 20E illustrates the screen for "When does it
happen". FIG. 20F illustrates a screen for identifying the area
where the problem is located.
[0093] FIGS. 21A to 21L1 illustrate selected computer screens for
the "Other services" program. FIG. 21A illustrates a screen for
"Other services available" offering menu choices for scheduled and
unscheduled maintenance, vehicle exterior and interior, special
order parts and recall notices, new- or used-car internal and
general symptoms. FIG. 21B illustrates a screen for "Unscheduled
maintenance" and FIG. 21C illustrates a screen for "Vehicle
exterior" subcategory including questions regarding the area(s) in
which the problem is occurring. FIG. 21D provides problem location
selections. FIG. 21E illustrates a screen requesting information on
the problem description. The FIG. 21F illustrates a screen for
locating a problem on the vehicle exterior via a diagram. FIG. 21G
illustrates a computer screen for the `Vehicle interior"
subcategory, including questions regarding the area where the
problem is occurring. FIG. 21H illustrates a screen for the
"Problem location" subcategory of `Vehicle interior lighting". FIG.
21I is illustrative of a screen for locating problems via a
diagram. FIG. 21J illustrates a screen for describing the problem
in the vehicle interior. FIG. 21K illustrates a screen for
information regarding a special order or recall notice. FIG. 21L
illustrates the screen for a "new car" or "used car" internal
repair order. FIGS. 21M-21S illustrate screens for identifying
things the customer sees, hears, smells and feels under the "help"
category 140 of FIG. 2 and asks "When" and "Where."
[0094] FIGS. 22A to 22D illustrate selected computer screens for
"General Questions, Other Symptoms and Return Problems."
[0095] FIG. 23A illustrates an "Additional problems" screen.
[0096] FIG. 24 illustrates a screen for selecting "Unscheduled
services" and includes prices for those services.
[0097] FIGS. 25A and 25B are screens requesting that the customer
review the previously input material.
[0098] FIGS. 26 and 27 illustrate screens for providing an estimate
of cost and pickup time.
[0099] FIG. 28 illustrates a screen for acknowledgment and capture
of customer signature. This corresponds to block 170 on FIG. 2.
[0100] FIG. 29 illustrates a screen instructing the customer to
deposit the vehicle keys in an appropriate lockbox.
[0101] FIG. 30 illustrates a screen for selection of "wait", "drop
off", or a "loaner."
[0102] FIGS. 31A and 31B illustrate "Repair order acceptance"
screens. This corresponds to block 180 of FIG. 2.
[0103] FIG. 32 illustrates the "Repair order generated" screen
including the captured customer signature.
[0104] FIG. 33 illustrates the additional categories 9 and 10 of a
Master Flow Sheet extending FIG. 2 for various types of vehicular
equipment.
GENERAL DESCRIPTION OF THE INVENTION
[0105] Various combinations of commercially available computer
hardware can be used to assemble the systems of the invention.
Computer support can range from a single personal computer or
microcomputer to a master computer with multiple terminals.
Portable or hand-held terminals or computers can be used to
facilitate the collection and transmission of data. The computer
support mechanisms preferably include a central processing unit, at
least one compiler, data storage devices including disk drives and
the like, at least one monitor with display screen, a modem, an
interactive media device and input/output mechanisms. The computer
system is configured, as required, by the particular programs to be
run with capacities and rates suitable to provide reasonable
response times.
[0106] Input mechanisms can include conventional keyboards and/or
keypads, interactive touch screens, and screens with icons
responsive to a "mouse", optical and magnetic readers, and data
input ports. Preferably the input mechanisms include touch-active
display screens as discussed in detail below. Such screens permit
interaction between a user and the computer in response to the
user's touching the screen with an object such as a finger or a
pointing device. As disclosed in U.S. Pat. No. 5,537,315, such
pointing devices can include a light pen, sonic pen, voltage
pencil, stick, or wand. Other input mechanisms to the system, if
not directly to the computer, will include conventional credit card
readers for receiving data about the customer and/or vehicle to be
serviced, plus payment information such as credit card numbers. One
suitable credit card reader is disclosed in U.S. Pat. No.
4,449,186, column 1. Optionally, the input mechanisms can include a
voice-activated system, such as a digitized voice recognition
system for receiving user input, such as those pioneered by Dragon
Systems, Inc., San Rafael, Calif.
[0107] The computer support mechanisms preferably include at least
one hand-held or portable terminal which permits data to be input
to the system vial a keypad or keyboard or equivalent device. This
will permit a service advisor and/or mechanic to receive and input
data conveniently from the vehicle. Such terminals have become
commonly available and can be designed or purchased and modified to
interface with the system. A representative example of such
terminals is found in U.S. Pat. No. 5,468,575.
[0108] Since most contemporary automotive vehicles include onboard
computers which receive information from sensors, control various
systems via actuators, and record various failures of equipment,
input mechanisms for the system should include mechanisms for
reading and analyzing data from such onboard computers. Any
suitable mechanism can be used which allows such data to be read,
analyzed, and input to the computer of the system. One example is
the "hand-held automotive diagnostic service tool", of U.S. Pat.
No. 5,541,840, which is incorporated herein by reference. As
disclosed in U.S. Pat. No. 4,602,127, many modern vehicles include
mechanisms for obtaining direct access to the data of such onboard
computers on a real-time basis. Inputs to the system can also be
provided by automatic vehicle recognition and diagnostic systems
such as those disclosed in U.S. Pat. No, 5,557,268.
[0109] Output mechanisms can include display mechanisms, such as
the CRT display screens of computer monitors, printers, and
program-actuated facsimile, credit checking devices, and/or
telephone devices. The printer(s) can be any suitable unit(s)
selected from commercially available models such as laser or ink
jet printers.
[0110] Computer programs or software subsystems or modules are used
to carry out various tasks for which the systems are employed. Many
of these subsystems can be obtained or modified from existing
commercial programs. In any case, the required programs can readily
be provided by those of ordinary skill in the art in view of the
teachings herein. For instance, accounting and billing programs are
readily available and can be obtained or modified to provide a
statement of account for services performed. Programs for receiving
and analyzing the data stored in vehicle onboard computers are also
available. However, the most important part of the diagnostic
process will still generally be the analysis by the mechanic and/or
service manager of the information provided by such programs and
the vehicle driver. Service order-writing programs are generally
available; see, e.g., U.S. Pat. No. 5,058,044,
[0111] Programs to generate and/or access a service record for the
vehicle(s) serviced are also available. Technical library or
database programs can be used to provide access to scheduled and
unscheduled maintenance operations, service and parts manuals for
the mechanic as well as the customer. Programs for identifying and
ordering parts are also available. However, such programs will
generally be tailored or prepared especially for users of the
particular systems of the invention.
[0112] The figures provide an exemplary mechanism for obtaining the
vehicle driver's input. They do not include a listing of all
possible options with respect to automobiles. The additional
categories 9 for "Mechanical" and 10 for "Hydraulic or Pneumatic"
systems will include the "What", "Where", and "When" questions of
the previous categories and will provide feedback subroutines
necessary to handle vehicles other than automobiles and mechanical
equipment for grading, lifting, moving, etc., various items and/or
products.
* * * * *