JP2001344528A - Manual management system and method, and recording medium recorded with program therefor - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make a customer unnecessary to manage a product manual. SOLUTION: A manual management center 1 publicly opens the manual to the customer Ui and distributes information, etc., instructed to be distributed to the customer Ui by a company Si. The center 1 is provided with a center computer C, a customer database (called a DB) 10, a company DB 11, a manual DB 12, a distribution information DB 13, a product information DB 14, a bulletin board DB 15 and a charging information DB 16.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a manual management system for managing instruction manuals (also referred to as manuals) for appliances and software, and a method therefor.

[0002]

2. Description of the Related Art In recent years, various products have been provided by various manufacturing companies. A customer who purchases a product also obtains a manual for the purchased product when purchasing the product. The customer can know how to use the purchased product based on the manual, what to do in case of failure, and the like. These manuals are provided separately for each manufacturer and each product.

[0003]

However, in recent electrified lifestyles, there are many and many types of products purchased by customers. Therefore, customers continue to use each product from each manufacturing company while using the products. There was a problem that it was difficult to manage manuals for all products provided separately for each product. For example, if you try to refer to the manual when the product breaks down, you have lost the manual,
There has been a problem that customers cannot respond to breakdowns.

[0004] In addition, printing and transporting a large number of manuals in a large number of copies has a problem that a large cost is required for a manufacturer of electric appliances and software. Further, there is another problem that it takes time to prepare and print a manual.

SUMMARY OF THE INVENTION The present invention solves the above problems, and provides a manual management system that manages a manual on behalf of a customer and enables quick access to the manual when the customer needs the manual. With the goal.

[0006]

According to the first aspect of the present invention, there is provided a manual registration means for arbitrarily registering manual information by a plurality of companies. A manual management unit for managing manual information, and an information management unit for a customer to arbitrarily access and browse the manual information managed by the manual management unit.

The manual management means allows a plurality of companies to arbitrarily register manual information. Manual management means
Manage registered manual information. The information management means allows the customer to arbitrarily access and browse the manual information to be managed. As a result, the customer can use the required manual only by accessing the manual management system, and does not need to manage the manual of the product purchased by himself / herself. As a result, the problem of losing the manual can be solved.

Further, since the manual management means manages the manual by digitizing the manual, the company can reduce the cost for printing the manual. In addition, by providing the manual over the network,
Enterprises do not have to transport manuals, and customers can obtain manuals from anywhere.

According to the second aspect of the present invention,
Since there is further provided a registrant information management means for managing information relating the manual information managed by the manual management means and the manual information required by the customer as registrant information, the customer is required based on this information. Manual information can be provided.

According to the third aspect of the present invention,
Since the registrant information management means provides a list display information of the manual information of the customer based on the registrant information in response to the customer's request, the registrant information management means can provide the manual information required by the customer in a list format.

According to the invention described in claim 4 of the present invention,
Since there is provided a billing unit for managing billing information for each of the plurality of companies according to the manual information managed by the manual management unit, billing information can be managed for each of the plurality of companies.

According to the invention described in claim 5 of the present invention,
A questionnaire is conducted to the customer, and a questionnaire management means for managing a privilege for the answer for each customer and a means for transmitting the conducted questionnaire result information to the company are provided.
As a result, useful information can be provided to the company.

According to the invention described in claim 6 of the present invention,
Since the customer is provided with a bulletin board for exchanging information with each other, the customer can exchange not only manuals but also information on products with each other.

According to the invention described in claim 7 of the present invention,
Product information management means for managing the purchase time of the product purchased by the customer and the accessory device information of the product, and means for distributing information on maintenance of the accessory device of the product to the customer based on the purchase time of the product. As a result, the customer can obtain information on maintenance of accessory equipment at an appropriate time.

According to the invention described in claim 8 of the present invention,
Since the product information management means can receive an order for the attached device from the customer, it can not only provide a manual but also execute the order processing immediately according to the request of the customer.

The scope of the present invention also includes a method comprising the steps of processing realized by the above-described apparatus. Also,
The scope of the present invention also includes a recording medium that records a program that allows a computer to execute the above-described processing.

[0017]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, a manual management system and a manual management method according to an embodiment of the present invention will be described with reference to the drawings.

FIG. 1 shows a network configuration to which a manual management system according to this embodiment is applied. The manual management center 1 stores the customer U _i (i = 1, 2,...)
n) and a manual provider S _i such as a company via a network N. In the following description, illustrating the manual provider S _i as a company, but not intended to limit the manual provider S _i companies, be a non-profit organization, etc. may be subject to the present invention.

The customer U _i accesses the manual management center 1 via the network N, so that the customer U _i searches or downloads a required manual. In addition, the customer U _i is, to order the product, the purchase of between options products and consumables to the manual management center 1. Further, the customer U _i exchanges information such as a questionnaire with the manual management center 1.

The company S _i sends a manual to the manual management center 1, information desired to be delivered to the customer U _i ,
And questionnaires. Manual management center 1, published a manual to the customer U _i, to deliver the information and the like has been instructed to deliver from the company S _i to the customer U _i. The manual management center 1 includes a center computer C, a customer database (hereinafter referred to as a database) 10, a company DB 11, a manual DB 12, a distribution information DB 13, a product information DB 14, a bulletin board DB 15, and a billing information DB 16.

The customer DB 10 and the company DB 11 store information on the customer U _i and the company S _i registered in the manual management center 1. The manual DB 12 is
To store the documentation that has been provided from the company S _i. Delivery information DB13 is, information that has been requested to be delivered from the company S _i to the customer U _i, for example, to store the product guide information, as well as the questionnaire and survey responses.

The consumables order / product guide management DB 14 stores consumables of each product, for example, toner and the like when the product is a printer, information on optional products, replacement frequency of consumables recommended by a company, and customers U _i. Stores information about product orders from.

The company DB14 stores information about the company S _i, which is registered in the manual management center 1. Boards DB15 stores information written to the bulletin board that is provided on the basis of the instructions of company S _i. Billing information DB16
Stores the billing information, which is information about the price to be charged to the company S _i according to the usage of manual management center 1.

FIG. 2 shows the configuration of the center computer C of the manual management center 1. As shown in FIG.
The center computer C includes a CPU 31 and an input device 3
2, a display device 33, a memory 34, a printing device 35, a transmission control device 36, a medium driving device 37, and an external storage device 38, which are connected to each other via a bus 39.

The memory 34 is, for example, a ROM (Read Onl
y, a RAM, a random access memory (RAM), and the like, and stores a software program describing processing of a flowchart described later and predetermined data. CPU
The 31 provides the processing of the above-described flowchart by executing the software program using the memory 34. In addition, software programs for realizing the respective units are stored in specific program code segments of the memory 34, respectively.

The input device 32 is, for example, a keyboard, a pointing device, a touch panel, etc., and is used for inputting instructions and information. The display device 33 is, for example, a CRT
(Cathod Ray Tube) and LCD (Liquid Crystal Displ)
ay), etc., which are used for inquiring the user and outputting processing results and the like. A laser printer as the printing device 35,
A thermal transfer printer or the like is conceivable.

The external storage device 38 is, for example, a magnetic disk device, an optical disk device, a magneto-optical disk device, or the like. The above-mentioned software program and data can be stored in the external storage device 38, and can be used by loading them into the memory 34 as needed.

The medium driving device 37 drives the portable recording medium 40 and accesses the recorded contents. Portable recording medium 4
0 is a memory card, floppy (registered trademark) disk, CD-ROS (Compact Disc Read Only Memory)
y), an arbitrary computer-readable recording medium such as a DVD, an optical disk, or a magneto-optical disk is used.
The above-mentioned software program and data can be stored in the portable recording medium 57, and can be used by loading them into the memory 34 as needed.

The transmission control device 36 has a LAN (Local Area)
Network), communicates with an external device via an arbitrary network (line) such as a WAN (Wide Area Network), and performs data conversion accompanying the communication. Further, if necessary, the above-described software program and data can be received from an external device, and can be used by loading them into the memory 34 or the like. In addition, the CPU 31 reads and writes data from the various DBs described above via the interface 39.

Hereinafter, the data structures of various DBs will be described. The format of various DBs may be, for example, a CSV format. FIG. 3 shows an example of the data structure of the customer DB 10.
The customer DB 10 includes a customer personal information DB 20 and a customer purchased product DB 21.

The customer personal information DB 20 stores name, gender, date of birth, address, telephone number, fax number, mail address, customer ID, password, registration date, information distribution request,
It consists of current points and questionnaire items. The, name, sex, date of birth, address, telephone number, fax number, e-mail address, password, the data in each item of information delivery hope, based on the information that the customer U _i to enter registered in the manual management center 1 . In addition, there is a case where companies S _i has the personal information of the customer U _i. For example, a customer U _i is sent to the production company when you purchase a product, if there is information that has been described in the so-called "Customer Registration Card" is considered. In this case, it may be created based on information input from the company S _i. A company that has input customer information can add customer information by adding its own company code. The customer ID is a key for searching for information on a product purchased by a corresponding customer from a customer purchased product DB 21 described later. The item contents of the current point are managed by the manual management center 1. Here, the point is, if the customer U _i has responded to the questionnaire, such as in the case where the product was purchased through a manual management center 1, is given to the customer U _i. The customer U _i may be able to obtain a prize or the like by accumulating points, or may be able to purchase products using points. This makes it possible to motivate the customer to purchase the product and answer the questionnaire.

The customer purchase product DB 21 stores customer purchase history.
And the customer ID and customer U of each customer _iPurchased the product
Purchase date, item, company name and product standard number, manual
Consumables, consumable information, options, option information
Information and points. The manual
The following items are described in each item of
DB12, consumables information DB26, option information DB
A pointer referring to 27 is written.

FIG. 4 shows an example of the data structure of the company DB 11. As shown in FIG. 4, the company DB 11 stores a company number,
The company name, the company code used at the time of search, the registration date of the company _Si registered in the manual management center 1 and remarks are stored. Information other than the company number and company code in the company DB 11 is based on information input by the company. Enterprise number, company code, if an entity S _i has been registered in the manual management center 1, manual management center 1 is attached.

FIG. 5 shows the data structure of the manual DB 12. As shown in FIG. 5, the manual DB12 the manual number, the company code of the company S _i having registered the documentation, product items and standard number manual explains, manual name for specifying a manual, the contents of the manual , The language used by the manual, the region to which the manual is applied, the date when the manual was registered in the manual management center 1, and the date when the manual was created. Information other than the manual number is based on the input of the company S _i. Manual number is, when the company S _i has registered the manual to manual management center 1, manual management center 1 is attached. Here, the manual information is in text format or PD
Character / image data in F format may be used. Furthermore, moving image data or audio data may be used.

FIG. 6 shows an example of the data structure of the distribution information DB 13. As shown in FIG. 6, the distribution information DB 13 includes a distribution condition DB 22, a questionnaire DB 23, and an answer information DB.
24. The distribution condition DB 22 stores an information number attached to the distribution information, a company code of a company that desires information distribution, contents of the distribution information, a distribution date, and extraction conditions for extracting customers to whom the information is to be distributed.

The questionnaire DB 23 includes a questionnaire number assigned to each questionnaire, a company code of a company requesting the questionnaire, a questionnaire name, a pointer to the answer information DB 24, necessity of counting answers, and a case where counting is necessary. As a result of the totaling, the totaling date when the questionnaire should be closed and the totaling should be performed and the point value given to the customer who answered the questionnaire are stored.

The answer information DB 24 is provided for each questionnaire, and stores the ID of the customer who has answered and the contents of the answer from the customer. As the distribution information, for example, introduction of a new product can be considered. Among the information of the distribution information DB13, other than the number of each information is based on the input of the company S _i. The number of each information is assigned by the manual management center 1.

FIG. 7 shows an example of the data structure of the consumables order / product information DB 14. Consumables order / product information order / product information DB 14 includes product information DB 25 and consumables information DB
26 and an option information DB 27. As shown in FIG. 7, the product information DB 25 includes a company code, a product item, a product standard number, a guide information name which is a file name of guide information for guiding the product, and a consumable item which will be described later for a product having a consumable item. Pointer to information DB 26 and option information DB to be described later for products with optional products
A pointer to 27, a purchase point which is a point value required when purchasing using points, and a discount point given when purchasing with cash or the like are stored. Consumable information D
B26 stores, for each product having a consumable item, the item of the consumable item, the standard number of the consumable item, consumable information for guiding the consumable item, an exchange frequency recommended by a company, and purchase points and discount points. The option information DB 27 stores an item of an optional product, a standard number, option information about the optional product, a purchase point, and a discount point for each product having the optional product. Point value, or answer customer U _i is the questionnaire, through the manual management center 1 is provided when you purchase the product to the customer U _i.

FIG. 8 shows an example of the data structure of the bulletin board DB 15. As shown in FIG. 8, BBS DB15 stores bulletin board number, the company code of the company S _i having a bulletin board, bulletin board name, date and established a bulletin board on the web, and the speech content of the bulletin board. The bulletin board number is assigned by the manual management center 1. Other information, based on the input of the company S _i.

FIG. 9 shows an example of the data structure of the billing information DB 16. As shown in FIG. 9, the billing information DB 16
A total accounting information DB 28 and a company-specific accounting information DB 29 are provided. The total charging information DB 28 stores the result of totaling the charging information of each company on a monthly basis. Company-specific billing information DB29
Stores individual billing information for each company. FIG. 9 illustrates a case where the company-specific charging information DB 28 stores individual charging information for the company A in the total charging information DB 27 as an example. Each information of the billing information DB16, based on the degree to which companies S _i was using a manual management center 1, is created.

Hereinafter, a manual management system will be described with reference to the drawings.
The processing performed by the system will be described. First, company S_iIs
Referring to FIG. 10, a description will be given of a process performed when
You. FIG._iBecomes Manual Management Center 1
It is a flowchart which shows the process at the time of access.
In addition, the accessing company S_iAlready managed manually
It is assumed that the user has been registered in the center 1. Manual management center
Center computer C of the Internet 1
Company must enter a company ID and password.
(Step S11). Center computer C
Is the company S_iEnter your company ID and password
Wait (step S12). Enter company ID and password
If you press (Step S12: Yes), the center compilation
Computer C enters the entered company ID and password into the company
Based on the ID and password stored in the business DB11
Company S_i(Step S13). Centercon
When the inquiry is successful in the computer C (step S13:
Yes), Company S that referred _iAbout the company code
Acquired from the business DB 11. The center computer C
Company S_iSelect the desired process from the process menu
Is requested (step S14).

[0042] Figure 11 shows an example of a processing menu screen displayed on the terminal of the company S _i when requesting selection processing in step S14. In FIG. 11, on the screen, processing menu items such as “access to manual DB”, “questionnaire / information distribution”, “product information registration”, “community”, “customer registration management”, and “support” are displayed. "End" button is displayed.

In step S14, "manual D
Access to B "," questionnaire / information delivery "," Product information registration ", when any one of the company S _i of" community "and" access to the customer DB "is selected (step S
15 S19: Yes), performs a corresponding process, respectively (steps S21 S25), further, after billing process for companies S _i (steps S26), the process proceeds to step S28.

[0044] In step S14, when the company S _i to select the "Support", manual management center 1,
The support information is displayed (step S27). Company S _i
Presses the "end" button on the screen (step S2
8: Yes), then cut the access to the manual management center 1 and the company S _i, the process ends.

FIG. 12 is a flowchart showing the processing when "manual DB access" is selected from the processing menu in step S14 of FIG.
Corresponds to step S21.

First, select "Manual DB" from the processing menu.
When "Access" is selected, Manual Management Center 1
The center computer C of "manual DB
Requests the company S _i to select a process from the processing menu access "(step S30). 13, when requesting the selection process in one example of a processing menu screen displayed on the terminal of the company S _i, "DB search", "DB registration",
Items such as “DB list”, “DB change”, and “DB deletion” are displayed. Hereinafter, a case where the search process is selected will be described.

[0047] When the company S _i to select the processing of the "Search" from each item (step S31-1), Center computer C displays a screen to enter the search item to the terminal of the company S _i (step S32-1 ).

[0048] Subsequently, the company S _i performs input on the displayed screen (step S33-1). After input, company S _i
Confirms the input result and determines whether or not to execute the processing (steps S34-1 to S34-5). At the bottom of each input screen, although not shown, "Search" button and "Cancel"
Buttons are shown. Companies S _i is by pressing one of the buttons, to perform or cancel the search.

Company S_iPresses the "Cancel" button
(Step S34-1: No), the search is stopped and the
The process returns to the processing menu selection screen of step S30 (branch B2).
Company S _iPresses the search button (step S34-
1: Yes), the entered search item is manually managed.
The data is transmitted to the communication center 1 (step S35-1). Center
Computer C, based on the received search item,
With reference to the manual DB 12 (step S36-1), search is performed.
Result S_i(Step S3)
7-1). FIG. 14 shows an example of the search result screen. FIG.
At 4, two manuals have been searched. Ma
In addition, “re-search”, “detailed display”, and “change
Update, Delete, and Exit buttons are displayed.
Have been. Company S_iWhen "Research" button is pressed
(Step S38-1: 1) Return to step S32-1
The "end" button is pressed (step S38-
1: 2) The process ends. Click the file name to
After selecting a manual, select "Details", "Change" and
By pressing the "Delete" button (step S38)
-1: 3), the detailed information of the selected manual
The process of displaying information and modifying and deleting the manual
(Step S39-1).

Next, the case where the registration process is selected will be described. When companies S _i selects the "registration" process from each item (step S31-2), the center computer C
Displays a registration item input screen to the terminal of the company S _i (step S32-2). FIG. 15 shows an example of a registration item input screen. The registration item is information on the manual to be registered, and serves as a search key when searching for a manual.

Subsequently, the company S _i makes an input on the displayed screen (step S33-2), and after the input, the company S _i.
Checks the input result and determines whether or not to execute the processing (step S34-2). As shown in FIG. 15, a “registration confirmation” button and a “registration stop” button are shown at the lower end of the input screen. When the company S _i presses the "cancel" button (step S34-2: No), the process returns to the menu selection screen (branch B2). When the company S _i presses the "registration confirmation" button (step S34-2: No), companies S
_The registration confirmation screen is displayed on the _i terminal. Although the illustration of the registration confirmation screen is omitted, a “registration” button and a “registration redo” button are shown at the lower end of the registration confirmation screen.
Company S _i is, check the registration item on the confirmation screen, if you are approved, the user presses the "register" button (step S35-2:
Yes). When the “registration redo” button is pressed, the process returns to step S32-2.

[0052] When the company S _i presses the "registration" button,
A manual to be registered together with the registration items is transmitted to the manual management center 1 (step S36-2). Center computer C stores the registration item and documentation received manual DB 12, informs that the registration has been completed in company S _i (step S37-2). Company S
_i determines whether or not to end the registration process, and if further registration is to be performed (step S38-2: No), the process returns to step S32-2, otherwise (step S38).
-2: Yes), the process ends.

Next, the list processing will be described. Since the list processing is almost the same as the search processing, only different parts will be described. When companies S _i selects processing of "List" from each item (step S31-3), the center computer C displays a priority item input screen to the terminal of the company S _i (step S32-3). Subsequently, the company S _i
Input is performed on the displayed screen (step S33-3).
Each item is a sort condition when creating a manual list.

As in the search processing, the company _Si inputs, confirms,
When the sort condition is sent, the manual management center 1
Refers to the manual DB (step S33-3).
From S36-3), and displays a sorted list manual to the terminal of the company S _i (step S37-3). Although illustration of the list display screen is omitted, similar to the search result display screen, it is possible to display detailed information or shift to the change processing or the deletion processing by clicking each file name or the like. .

Change processing (from steps S31-4 to S38)
-4) and deletion processing (steps S31-5 to S38-)
Step 5) is almost the same as the registration processing, and thus the description is omitted. In the case of a change process or a delete process, a search or a list process is performed first to narrow down manuals to be changed or deleted, and then the change process or the delete process is performed.
When the change or deletion process is performed by shifting from the search or browsing process, the process may return to the original search or browsing process input screen after the change or deletion process.

Next, the processing when "questionnaire / information distribution" is selected from the processing menu shown in step S14 of FIG. 10 will be described. This process corresponds to step S22 in FIG.

First, when “questionnaire / information distribution” is selected from the processing menu, the center computer C
Further request to the company S _i to select the processing from the processing menu of "questionnaire / information delivery". Figure 16 shows an example of a processing menu screen displayed on the terminal of the company S _i when requesting selection process. In the example shown in FIG. 16, information distribution includes “customer extraction” and “delivery mail creation / email distribution”, and a questionnaire includes “questionnaire content creation”, “guidance page creation”, “answer viewing / extraction”, and “answer analysis”. Each item and a “Cancel” button are displayed.

[0058] "customer extraction" is a process to extract the customer stored in the customer DB10 based on the extraction conditions that companies S _i has been input. It can be selected and when it is in the "customer extraction", individual (customer) all enrollees that have registered in the manual management center 1 If you are a customer of the company S _i you are accessing the population of extraction .

[0059] "delivery mail Create / mail delivery" is a process of company S _i to create the mail to be delivered to the customer U _i, the created e-mail (extracted) to deliver to the customer.
"Questionnaire content creation" and "guide page creation" is, in the processing company S _i, respectively to create a guide page for guiding the questionnaire and products to customers U _i, to publish the questionnaire was created and information page on the web is there.

[0060] "answer viewing and extraction", the company S _i is, to view the answers to the questionnaire from the customer U _i, is a process for extracting a certain condition is satisfied answer. "Answer analysis"
During the questionnaire request, individually corresponding to the case where there is an analysis of demand for survey responses from companies S _i.

Hereinafter, the processing when the “delivery mail creation / mail distribution” processing is selected will be described with reference to FIG. When the "delivery mail creation / mail delivery" process is selected, the center computer C, requires the enterprise S _i a for inputting conditions for extracting customer for distributing information (step S50). This request to the terminal of the company S _i, may be performed by displaying the condition input screen for inputting conditions (not shown).

[0062] company S _i, enter the conditions for extracting the customer to be delivered the information (step S51), after the input,
The extraction condition is transmitted to the manual management center 1 (step S52). Center Computer C documentation management center 1 extracts the extraction qualifying customers by referring to various DB (step S53), extracts results are displayed on the terminal of the company S _i (not shown).

For example, when “male” is input as a condition for extracting customers, the center computer C
Is the customer personal information DB 20 for the customer for whom the “information distribution request” item of the customer personal information DB 20 is entered.
The customer is extracted by referring to the item of “sex” stored in the “gender”. Further, for example, when “purchase a printer” is input as a condition for extracting a customer, the customer is similarly extracted by referring to the “item” item stored in the customer purchase product DB 21.

For example, if “purchase digital camera” and “answer (A) to the sixth question in questionnaire number AN05” are input as conditions for extracting customers, the center computer C Answer information D
The customer is extracted by referring to the "customer ID" and "answer" of B24 and the "item" stored in the customer purchase product DB 21. In this way, by referring to various DBs, customers expected to be able to deliver information effectively are extracted and information is delivered.

[0065] Subsequently, companies S _i determines whether or not to approve the extraction result (step S54). If you do not approve the extraction result (step S54: No), companies S _i, in order to subject or more conditions to change the conditions for extracting customer, the flow returns to step S50. When approving the extraction result (step S54: Yes), companies S _i inputs the delivery information is information distributed (step S55).

When the input of the distribution information is completed, the company S_iIs
Preview if necessary for company S_iDisplay on the terminal
The communication information is confirmed (step S56). As a result of confirmation,
Work S _iHas approved the distribution information (step S56: Y
es), the address to which the test delivery email is delivered, example
For example, company S_iEnter your email address (step
S57). Company S_iManages distribution information and test distribution destinations
It is transmitted to the manual management center 1 (step S58).
Pointed out in new products and survey responses as distribution information
Suggestion and recommendation of optional products that improve points
Inside information is conceivable.

[0067] If a company S _i does not approve the delivery information (step S56: No), returns to the step S55, companies S
_i further inputs distribution information. The manual management center 1 that has received the distribution information performs a test distribution of the input distribution information (step S59).

[0068] Companies S _i receives the test delivery, determines whether the test distribution has been carried out satisfactorily (step S6
0). If it is determined that the test distribution is being performed satisfactorily (step S60: Yes), companies S _i, set the date and time to perform the delivery (step S61), and transmits the date and time set in the manual management center 1 (Step S6
2). When determining company S _i is the test distribution is not well performed (step S60: No), step S5
Return to 5.

Upon receiving the date and time when the main distribution is to be performed, the center computer C of the manual management center 1 performs a process for distributing the distribution information to the customers extracted at the set date and time (step S63). after, stores the received information to the delivery conditions DB22, and completed (step S64), "questionnaire to the terminal of the company S _i /
A screen for selecting a process from the "information distribution" process menu is displayed (step S64), and the process ends.

The case where “delivery mail creation / mail delivery” processing is selected in the “questionnaire / information delivery” processing menu has been described. If the “customer extraction” process is selected, the same process as steps S50 to S54 is performed.

Next, a process when the "questionnaire content creation" process is selected will be described with reference to FIG. First, the company _Si has a questionnaire name of the questionnaire to be created,
Analysis of the questionnaire response by the manual management center 1, the total date of the questionnaire and the point value given to the responding customer are input, and a questionnaire is created (step S7).
0). Subsequently, the company S _i check the questionnaire that you created, if you want to approval by pressing the "send" button on the input screen (not shown) (step S71: Yes). The input information is transmitted to the manual management center (Step S72). Upon receipt of the information, to create a questionnaire page to publish on the web based on a questionnaire that companies S _i has been created, to display a questionnaire page that was created in the terminal of the company S _i (step S73). Company S _i determines whether or not to approve the displayed questionnaire page (step S74). If a company S _i approves the questionnaire page (step S74: Yes), the questionnaire page published on the web, (turn out at the time of access) company code of the transmitter to have company S _i the information, questionnaire, survey name, necessity of analysis, the necessity of recommendation, to store aggregated date questionnaire DB 23, subjected to the questionnaire received a questionnaire number specifying a questionnaire, and notifies the questionnaire number companies S _i (step S75). This questionnaire number is used when the company browses the answers of the questionnaire. If the company S _i does not approve the questionnaire page (step S74: No), step S
Return to 70.

Finally, company S_i"Questionnaire / information
Information distribution "processing menu screen (step S7
6), end the process. Next, until the survey date
Will be described with reference to FIG. First, the manu
The center computer C of Al Management Center 1 is currently
Is a counting date (step S80). Aggregation date
Otherwise (step S80: No), until the counting date
To store the answer to the questionnaire in the answer information DB 24 (step
Step S81). When the counting date comes (step S80: Ye
s) Delete the survey page and replace it with a survey
Publish a page on the web to inform you that
Illustrated). Furthermore, company S_iWhether or not requests aggregation
Is the information stored in the column of whether the
The determination is made based on the information (step S82). Company S _iBut
If the aggregation is requested (Step S82: Yes),
The questionnaire is counted (step S83), and the counting result and
Answers are sent to questionnaire DB23 and answer information DB2, respectively.
4 and the process is terminated (step S8).
4). Otherwise (step S82: No), counting
The answer is stored in the answer information DB 24 without performing
Complete.

Here, for a company that requests tallying, etc.,
It may be notified that the tallying or the like has been completed (not shown). The processing in the case where the "answer viewing / extracting" processing is selected in the "questionnaire / information distribution" processing menu will be described with reference to FIG. "Browse and extract answers"
If you select processing, first, companies S _i determines whether a questionnaire number of questionnaires to be viewed like an answer (step S90). If having a questionnaire number (step S90: Yes), companies S _i enters the questionnaire number, and transmits the manual management center 1 (step S92). If the questionnaire number is unknown (step S90: No), company S _i requests the output of the list of the questionnaire were asked to manual management center 1.
The center computer C uses the questionnaire D using the company code known when the company _Si logs in as a search key.
By referring to the B23, to create a list of requests questionnaire of company S _i, is displayed on the terminal of the company S _i (step S91). Company S _i, enter the questionnaire number on the basis of the request questionnaire list, and transmits it to the manual management center 1 (step S92).

[0074] the center computer C which has received the questionnaire number refers to the answer information DB24 questionnaire number as a search key, and displays a questionnaire to the terminal of the company S _i with the customer ID that answered (Step S9
3). If you want to process a certain condition is satisfied answers to all respondents (step S94: Yes), companies S _i receives the extraction condition, and transmits the manual management center 1 (step S95). Center computer C from stored in the answer information DB24 answer extracts extracted satisfying answer is displayed on the terminal of the company S _i (step S
96). When the answer is not extracted (step S94:
No), proceed to step S97.

[0075] Companies S _i determines whether or not further to browse and extraction of the answer (step S97), further the case of performing the processing (step S97: No), the flow returns to step S90.
When ending the browsing / extraction process (step S97: Ye
s), the questionnaire / information delivery screen is displayed on the terminal of the company S _i (step S98), the process ends.

[0076] company S _i is, in the selection of step S14 in FIG. 10, a description will be given of a process when the user selects the "Product information registration" process. This processing corresponds to step S2 in FIG.
It corresponds to 3.

[0077] When the company S _i to select the "Product information registration" process, manual management center 1, the terminal of the company S _i, to display the processing menu screen of product information registration process.
Although illustration of this screen is omitted, the menu items include “consumable DB registration”, “product information DB registration”, “optional product DB registration”, and “guidance information DB registration”. "Consumables DB registration" indicates consumables of a certain product, "Product information DB registration" indicates a certain product itself, "optional product DB registration" indicates an optional product of a certain product,
"Guidance information DB registration" is a database of information that guides a certain product
It is a menu to be registered in.

Here, as examples of the products, home electric appliances such as vacuum cleaners, computers and software can be considered.
Examples of optional products include a garbage pack of a vacuum cleaner, a driver corresponding to each operation system of computer parts, and a software update difference.

Since the product information registration process is basically the same as the questionnaire creation process, a detailed description will be omitted. The difference is a DB for storing the information entered company S _i transmits to the manual management center 1, the information center computer C when product information registration received. Hereinafter, each process will be described the information company S _i is inputted, the DB is stored.

[0080] If you select "Consumables DB registration", company S _i, type of items and standard number product consumables that you want to register is used, consumable items that you want to register, standard number,
Enter the guide information for consumables and the recommended replacement frequency, which is the replacement frequency recommended by the company.
Send to The center computer C stores information about the product in which the consumable item is used and a pointer to the consumable item information DB 26 in the received information in the product information DB 25, and stores information about the consumable item itself in the consumable item information DB 26.
To be stored.

[0081] For example, if the product you want to register is the toner of the printer, company S _i is, as information about the products that consumables are used, the item "printer", standard number "P
R001 ", and as the information on the toner which is a consumable, an item" toner ", a standard number" TN001 ", and the like are input.

[0082] If you select the "Product Information DB registration", company S _i, enter the guide information to guide product of the item you want to register, the standard number and product, documentation management center 1
Send to The center computer C stores the received information in the product information DB 25.

When the option product DB registration is selected,
Company S _i, type of items and standard number products optional product that you want to register is used, enter the guide information to guide items of optional products to be registered, the standard number and option products, to send to the manual management center 1.
The center computer C stores, in the product information DB 25, information on the product in which the optional product is used and a pointer to the optional information DB 27 in the received information, and stores information on the optional product itself in the optional information DB 27.

"Guidance information DB registration" is a process for registering and changing guidance information on a product already registered in the manual management center 1. If you choose the guidance information DB registration, company S _i, enter the guide information you want to standard number and registration of products that you want to register the guide information, and transmits it to the manual management center 1. The center computer C stores the guide information of the product corresponding to the standard number in the corresponding DB, 25, 26, or 27.

[0085] company S _i is processed will be described in the case of selecting the "community" process in step S14 in FIG. 10. This processing corresponds to step S24 in FIG. When the company S _i to select a community process, companies S
_The community processing menu is displayed on the terminal of _i . The community processing menu includes “bulletin board registration” and “bulletin board browsing” (not shown). Hereinafter will be described with reference to FIG. 21 for the case where the selected companies S _i is "Wall registration" process. If a company S _i has selected a bulletin board registration, company S
_A bulletin board name and a bulletin board start date are entered in _i , and a screen for selecting a bulletin board type is displayed (step S100).

[0086] Companies S _i inputs these information to the manual management center 1 (step S101).
Center computer C, creates a bulletin board on the basis of the received information is displayed on the terminal of the company S _i (step S
102). In addition, to display a management screen for the administrator of the bulletin board to the terminal of the company S _i. Company S _i may be subjected to a fine set of bulletin board in the management screen. Companies S _i is selected or not to display or to display a management screen, and inputs the result (step S103).

[0087] company S _i look at the bulletin board that is displayed on the screen that you created, it is determined whether or not to register (step S10
4) When registering, the user presses a “register” button on the screen (step S104: Yes). Company S _i "register"
When the button is pressed, information on the bulletin board settings such as the company code, bulletin board name, bulletin board start date, and bulletin board type is transmitted to the manual management center 1 (step S10).
5). When not registering the created bulletin board, step S1
Return to 00. The center computer C of the manual management center 1 stores the received information in the bulletin board DB 15 and, after storing the information, notifies the company _Si of the notice that the bulletin board registration has been completed and the bulletin board number that is a number for specifying the registered bulletin board. (Step S106). Then, company S
A screen for selecting a community process is displayed on the terminal _i (step S107), and the process ends. After the bulletin board registration, set up on the bulletin board start date the bulletin board on the web, but stores each remarks on the bulletin board DB, management of the bulletin board, for example, deletion of inappropriate remarks may be be left to each company S _i.

[0088] processing in the case of selecting the company S _i is "bulletin board reading" process is substantially the same as the questionnaire view of the above, the description thereof is omitted. Company S _i a description will be given of a process when the user selects the "customer DB access" process. This process corresponds to step S25 in FIG. Company S _i
But if you select a customer DB access, to display the menu screen of the access process to the terminal of the company S _i. Although this menu screen is not shown, the menu "Customer DB
"Change / Delete", "Customer DB Search" and "Customer DB List"
have.

The customer DB access processing is almost the same as the manual access. In the present embodiment, since the customer U _i will be described assuming that the customer registration themselves, basically, are the not change or delete rights customers DB10 companies S _i. However, for example, in the case of performing the customer registration based on your registration card companies S _i is sent from the customer U _i, it is also possible to have a change and deletion rights of the customer DB10 to the company S _i.

[0090] When the company S _i performs step S25 from step S21 in FIG. 10, in accordance with the amount corresponding to the use of these services, manual management center 1 performs billing companies S _i. Hereinafter, the billing process will be described with reference to FIG. This billing process corresponds to step S26 in FIG. First, a billing calculation described below is performed corresponding to each processing of steps S21 to S25 (step S110). For example, after the processing in step S21, the data amount of the manual stored in the manual DB is detected. For example, a fixed fee is charged every month up to a data capacity of 100 MB, and a fee is charged each time 10 MB is added thereafter. In addition, to detect the number of customers that are stored in the customer DB10 in each company S _i, for example, a fixed fee up to 3000 people, 300
A fixed fee from 0 to 10,000 people. If it is after the processing of step S22, the number of customers to whom the information has been distributed is determined, and for example, an amount different from the information distribution to only the customers of the company and the information distribution to the customers of the entire manual management center 1 is charged. I do. In the case of a bulletin board, the number of installed bulletin boards is detected based on the bulletin board DB, and charging is performed according to the number of installed bulletin boards. For example, a fixed fee is set for each bulletin board. Whether there is analysis of questionnaires conducted by companies,
Perform billing processing based on the analysis contents. Here, a questionnaire request from a company that is not registered in the manual management center 1 may be received. Manual Management Center 1
When a questionnaire is sent to a company that is not registered in the company, the same process is performed each time, and the company is charged according to the number of questionnaires and whether or not the questionnaire is counted. After the processing in step S23, the number of drivers and software files registered in the product information DB 25 or the like or the data capacity of the registered files is detected, and a billing process is performed according to the number of files or the data capacity.

[0091] In addition, the manual management center 1 is basically charged to the company S _i, but does not charge the customer U _i, for example, may be used by the customer U _i is charged to the customer when you download the software. The information calculated in this way is stored in the charging information DB 16 for each company in step S110. Then, in step S112, billing information is transmitted to the corresponding company as necessary.
The transmission of the billing information to the company is performed in step S
This is performed not only at 112 but also periodically at the date of notification of the billing information.

[0092] Finally, in step S14 of FIG. 10, when the company S _i has selected the "support", company S
Information displayed on the terminal _i will be described. In support for companies, the manual management center 1 provides the following information and services. · By storing the access log of search history, etc. of the customer U _i, based on the history of customer U _i has searched the manual, the interest of the customer U _i to point out the high part to the company S _i. And customer U _i results collected the opinions of, to analyze the difficult information to understand the manual, to point out where the how hard to understand the documentation to company S _i. · Frequently received reports from companies S _i for questions from the customer, on the basis of this, FAQ (Frequent Answers and Q
uestions) DB is provided. Prior to the inquiry from customer to customer support of the company S _i, customers make it possible to solve the problem by using the FAQDB. In its turn, makes it possible to reduce the burden on the customer support department of the company S _i. Manual management center 1 receives an inquiry about the description and fee structure, and various service of the services in general has to offer to the company S _i and customer U _i. Provide an access log of the customer U _i .

FIG. 23 shows the individual customer U_iHas manual management
Flowchart showing processing when accessing Center 1
It is. First, the manual management center 1
U_iBy determining the language of the browser used by
Customer U_iNavigation in the language used by
Perform Individual customer U_iIs accessed by the center
Computer C is for unregistered, registered, or newly registered
It is determined whether it is any of them (step S121). This
For example, the button for processing for an unregistered person,
Screen with login button for new or new registrant
U_iOf the customer U_iIs pressed
(Not shown). Customer U _iIs for unregistered users
Is pressed (step S121:
1) A menu screen for unregistered users is displayed on the user terminal
It is displayed (step S122). Figure 24 is for unregistered users
4 shows an example of a processing menu screen. In FIG.
Product Information ”button,“ Instruction Manual ”button,“ Community
Button, "Register" button and "End" button are displayed
Have been. Customer U_iSpecifies the button for the desired action
(Step S123), based on the designated button,
The new management center 1 performs processing. Specified processing
After processing, customer U_iIf you want to do other processing
Returning to step S122 (step S124: No),
Otherwise (step S124: Yes), the process
finish. Performed by pressing the processing button
The processing will be described later.

[0094] When the customer U _i presses the login button for the registered person or new subscribers (not shown), and displays the login screen on the terminal of the customer U _i. FIG. 23 shows an example of the login screen. In FIG. 24, an input box for inputting a customer ID and a password, a “new registration” button, and a “→” button are displayed. If the customer U _i is a registered person (step S121: 2), the customer U _i enters an ID and a password in each box and presses a “→” button (step S125). When the customer U _i presses the "→" button, the customer ID and password is sent to the manual management center 1. Center Computer C of manual management center 1, query the customer U _i by matching the information stored the customer ID and password input in the customer personal information DB 20 (step S1
26). When the inquiry is successful (step S126: Ye
s), and proceed to step S132. If the inquiry has failed (step S126: No), the process returns to step S125.

When the customer U _i is a new registrant, FIG.
4. Press the "Register" button. If the "registration" button is pressed, the customer U _i is determined to be a new registrant (Step S121: 3), displays the customer ID and password input screen for customer registration to the terminal of the customer U _i ( Step S127).

Although the illustration of the customer registration screen is omitted,
A customer ID, a password input box, and a password confirmation input box are displayed. When the customer U _i inputs a customer ID (user ID) and password desired to be acquired in respective boxes and presses a “register” button, the input customer ID and password are transmitted to the manual management center 1. The manual management center 1 center computer C refers to the customer DB 10 to determine whether the received customer ID is the same as another customer ID (step S128), and determines that the received customer ID is not duplicated (step S128). step S128: Yes), further personal information registration screen for registering personal information of the customer U _i customer U _i
(Step S129). When the center computer C determines that the received customer ID is duplicated with another customer ID (step S128: N
o) Since the ID desired by the customer U _i has already been used, a notice is sent to use another customer ID, and step S1 is performed.
Return to 27.

FIG. 25 shows an example of a personal information registration screen.
You. In FIG. 25, the name, gender, date of birth are displayed on the screen.
Date, address phone number, fax number, email address and
Of each box for inputting whether or not
Each time the "OK" button is displayed. Hope of information distribution
Companies distribute information such as product information based on the presence or absence of
U. Customer U_iEnter information in each box and press
Button, the entered information is saved in the manual management
Center 1. Center computer C
Store customer ID, password and personal information in customer DB10
I do. Further, the customer U _iPurchase to enter the product purchased
Enter the product input screen (not shown)_iOn your device screen
I do. On this screen, the customer U_iIs the date of purchase of the product,
Enter the item, company name and standard number and press the enter button
(Step S130). "OK" button is pressed
Information is sent to the manual management center 1 and received
Information about the purchased product is stored in the customer product purchase DB21.
Pay customer U_iIs registered (step S129), and
Proceed to step S132.

In the case of an existing registrant and after registration of a new registrant, the center computer C refers to the various DBs 12 to 14 using the information of the customer DB 10, searches for various types of information, and searches for a list of processing menus. Show a customer product purchase table terminal customer U _i (step S132). FIG. 26 shows an example of a customer product purchase table. In the customer product purchase table shown in FIG. 26, the currently accessed customer U _i
A row is provided for each product purchased, and a button is displayed for each item. If the customer U _i specifies the processing button based on customer product purchase table performs specified processing based on the designation information (step S133). Thereafter, if the designated processing has been the subject of point application to the customer U _i, performs a point process that gives points to the customer U _i (step S134). here,
The point is a privilege that gives customers U _i that is registered in the manual management center 1 is to purchase products via the manual management center 1, against it or to respond to the questionnaire. For example, it makes it possible to purchase the product by using or giving the prize to the customer U _i according to the number of points, or subtracting the value of the product sales price of only a certain percentage, or a point. This point system is for customers U _i
Can be motivated to use the manual management center 1.

[0099] In the case after the specified processing, further customer U _i to perform other processing (step S135: No), returns to step S132, otherwise (step S
135: Yes), the process ends.

The procedure for creating and displaying the customer product purchase table shown in FIG. 26 will be described below with reference to FIG.
This processing corresponds to Step S132 in FIG. The following processing associates information stored in various DBs with each customer U _i , and enables the customer U _i to quickly access various information.

[0101] Center computer C (step S140) by referring to the customer purchase products DB21 the customer ID you are logged in as a search key, to extract information about all of the items that the customer U _i are purchasing. It is determined whether the reference has been completed for all the extracted data (step S141). If the reference has not been completed, the processing of step 142 and subsequent steps is performed on the data. In step S142, the replacement time is read from the consumable information DB 26 indicated by the pointer in the consumable item. In the next step S144, the replacement time and the customer purchased product DB 21
Is compared with the consumables purchase time stored in the item of consumables information. If the consumables purchase time has exceeded the replacement time, in step S146, information for blinking a mark indicating replacement of consumables in the customer product purchase table is set. Further, it is determined whether or not this consumable has already been ordered (step S147), and information for displaying the order button in the ordered state is set (step S148). If this consumable has been ordered, the information is stored in the customer purchase product DB2.
1 is stored in the item of consumables information. If it is determined in step S145 that the expendable supplies purchase time has not exceeded the replacement time, and if the expendable supplies have not been ordered in step S147, the process returns to step S141 to perform processing by referring to the next item. If the reference has been completed for all the items, a customer product purchase table is generated for the customer by adding buttons and menus shown in FIG. 26 (step S).
149). In other words, companies S _i is if you have set up a bulletin board, to obtain the storage location of the bulletin board from the bulletin board DB15, to generate a "View" button on the item of "community" of customer product purchase table. Further, referring to the manual DB 12 from the manual item of the customer purchased product DB 21, the storage position (pointer) of the manual of each purchased product is obtained, and “download” and “search” buttons are generated in the “instruction manual” item. . Further, when a pointer is stored in the item of consumables and options of each purchased product, a “list” button is generated for the items of consumables and options in the customer product purchase table. Further, by referring to the guidance information item in the product information DB 25, if there is guidance information, the storage position of the guidance information is also acquired, and the "Search" button and the " Display "Guidance" button. Further, when the guide information is stored in the option product DB 27, the “guide” is added to the “option” item.
Create a button.

The customer product purchase table thus generated is transmitted to the customer terminal device (step S150). It should be noted that, although the customer purchase products DB21 has been described as storing information about all of the items that the customer U _i are purchasing, customer even items that the customer U _i can not actually buy U If there is a product of the manual that _i wants to refer to, it may be registered. In this case, the purchase date and the data on the purchase of the consumables are left blank, and the above-described processing of the consumables replacement time is not performed.

[0103] In the above example, the customer U _i has been described in the example in which the process of determining the time to replace the consumables in the case that has requested display of customer product purchase table, for example, as such as once a day automatically executed every predetermined period of time, it may be configured to be notified to that effect in an email to the customer U _i the time to replace the consumables has come. Further, in this example, the description has been made of the example of the consumables, but other replacement parts and optional parts may be included, and these are collectively referred to as an attached device. Further, not only the time of replacement of the consumables but also the time of repair and repair may be notified, and in essence, information about maintenance of the attached equipment is distributed. Further, the customer product purchase table is an example in which one page is displayed, but may be a table extending over several pages.

Hereinafter, each button of the customer product purchase table will be briefly described. In the item of “instruction manual”, a “download” button and a “search” button are displayed. When the "Download" button is pressed, the center computer C of the manual management center 1, to download the manual data of the specified product to the terminal of the customer U _i. When the "search" button is pressed, a keyword search is performed in the manual data of the specified product.

In the item of “consumables”, a “list” button, an “exchange” button, or an “order” button is displayed. When the “list” button is pressed, the center computer C of the manual management center 1
Based on the B26, creates and displays the consumables list of specified product to the terminal of the customer U _i. The "Replace" button
It blinks when the consumables are replaced, and at other times, an “Order” button is displayed. "Exchange" button or "Order"
When the button is pressed, the center computer C of the manual management center 1 receives an order for the consumable. The consumables order processing will be described later.

In the item of “optional item”, “list”
Button and "guidance" button are displayed. When the "List" button is pressed, the manual management center 1
Center computer C is an optional product information DB
On the basis of 26, creates and displays the options list of products specified product to the terminal of the customer U _i. When the "guidance" button is pressed, the center computer C of the manual management center 1, to display the guidance information to the terminal of the customer U _i. Further, for example, acquires the purchase history of the customer U _i from the customer purchase product DB 21, by make a purchase prediction customer U _i, it is possible to more effectively guide the product.

In the item of “product information”, a “search” button and a “guidance” button are displayed. When the "search" button is pressed, the center computer C of the manual management center 1 searches the product information DB 25 based on the product item to create and display a product list of the same item. The customer U _i by using this list, and allows the customer U _i mainly similar products to search freely Products. When the "guidance" button is pressed, the center computer C of the manual management center 1, to display the guidance information of the product to the terminal of the customer U _i.

A “view” button is displayed for the item “community”. When the "View" button is pressed,
Center computer C of manual management center 1
Displays the bulletin board of the company S _i of the product on the screen of the terminal of the customer U _i. Also presses the "View" button if the customer U _i is to speak at the bulletin board.

In FIG. 26, below the customer product purchase table,
A “product information” button, an “instruction” button, a “community” button, a “questionnaire” button, a “register” button, and an “end” button are displayed. These buttons are the same as the processing menu of the unregistered person. The following processing is performed by pressing these buttons.

When the “product information” button is pressed, the customer U
_i can search for product information for all products. By pressing the "handling" button, the customer U _i
You can search and download manuals for all products. When the user presses the "community" button, the customer U _i is, to browse the bulletin board of all companies, it can be registered to speak. When the user presses the "questionnaire" button, the customer U _i, the process proceeds to the questionnaire page from each of the company S _i.

When the “register” button is pressed, the customer U_iof
Newly registered or registered customer U _iChange of product purchased
・ Add / delete, change / add / delete personal information
Can be. Press the "Exit" button to log out
You.

[0112] In the following, the "registration" button is pressed after the customer U _i has searched the manual, will be described on the basis of the operation in the case in FIG. 28 to register it to the customer purchase products DB21.

[0113] items that the customer U _i was retrieved in step S151, company name, to get the standard number, in step S152,
The above information, customer ID, purchase date, etc. are stored in the customer purchase product DB.
Write to 21. Then, in the next step S153, the company D
The company code corresponding to the company name is obtained from B11. Then, in step S154, the manual DB 12 is searched based on the company code, item, and standard number, the pointer is obtained, and the obtained pointer is written in the manual item of the customer purchase product DB. Similarly, in step S155, the product DB
25, a consumable information DB 26 and an option information DB 27 based on the consumable list and the option list.
Of the consumables and options of the customer purchase product DB 21 are written. Further, step S156
With the purchase points and discount points of the consumables information DB 26 and the option information DB 27 as initial values,
The item of the point of B21 is set.

Hereinafter, the processing and the point processing performed based on the processing button will be described in detail with reference to FIG. The processing performed based on the processing button corresponds to step S133 in FIG. The point processing corresponds to step S134 in FIG.

[0115] First of all, the customer U _i, the user presses the "List" button that appears in the item of "consumables" in the customer product purchase table (step S160). Manual Management Center 1
Of the consumables information DB 26 for the product corresponding to the row on which the “list” button is pressed
By reference to the (step S161), to create a consumables list is displayed on the terminal of the customer U _i (step S
162). The customer U _i designates a consumable item to be purchased from the displayed consumable item list (step S163), and designates a settlement method (step S164).

When the customer U _i decides to purchase (step S
165: Yes), data is stored in the manual management center 1
(Step S166). When the customer U _i is to stop the purchase (step S165: No), step S16
Return to 2. The center computer C of the manual management center 1 registers information on the ordered consumable in the customer purchase product DB 21 (step S167).
Subsequently, the settlement method specified by the customer U _i is determined (step S168).

[0117] If the customer U _i has specified a cash or credit settlement, as a new point total value by adding the total points value that is registered in the consumables stored discount point value to information DB26 and customer personal information DB20 Then, the point total value of the customer personal information DB 20 is updated (step S169).

[0118] Then, along with the designation of the settlement method, for consumables you are instructed to order to order to the company S _i, to notify after the order processing, the fact that the ordering process is completed to the customer U _i (step S170). Furthermore, to display the customer product purchase table that was updated on the basis of the order result to the terminal of the customer U _i (step S
171). For example, the blinking of the “replace” button displayed in the consumable item is released, and the “order” button is displayed instead.

If the designated settlement method is point settlement in step S168 (step S16)
8: point), customer personal information DB 20 of customer DB 10
The purchase points stored in the consumables information DB 26 are subtracted from the point total value of (1), and the result of the subtraction is registered in the customer personal information DB 20 as a new point total value (step S).
172), and proceed to step S170.

[0120] Other products such as optional products can be purchased through the manual management center 1 in the same manner as the consumables. Point processing is also performed when a questionnaire is answered in addition to product purchase. The point processing when answering the questionnaire is as follows.
Center computer C of manual management center 1
Is, every time a customer U _i to answer the questionnaire, and outputs a customer ID of the customer U _i was questionnaire number and answer the questionnaire. Then, referring to the questionnaire DB 23 using the questionnaire number as a search key, the point value of the questionnaire is acquired. Subsequently, the acquired point value is added to the point total value stored in the customer personal information DB 20 to update the point total value.

Although the embodiment of the present invention has been described above, the present invention is not limited to the above-described embodiment, and various other modifications are possible. For example, even if each function and each database are arranged via a network differently from the present embodiment, it is possible to realize the functions realized by each embodiment only by different paths for transmitting information. .

[0122]

According to the present invention, the customer only needs to access the manual management system, and does not need to manage the manual of the product he wants to refer to himself.
As a result, the problem of losing the manual can be solved.

Further, according to the present invention, it is not necessary for a company to print and transport a manual, so that it is possible to reduce costs. Furthermore, according to the present invention,
Since the manual is associated with each type of information for each customer, the customer can quickly access the necessary manual. Further, the customer can quickly access information on a new product of an item related to the product referred to by the customer and information on ancillary equipment of the product.

Further, according to the present invention, the customer knows the maintenance time of the accessory equipment of the product, for example, the consumables, etc.
It is possible to respond in advance.

[Brief description of the drawings]

FIG. 1 is a configuration diagram of a network to which a manual management system according to an embodiment is applied.

FIG. 2 is a configuration diagram of a center computer.

FIG. 3 shows an example of a data structure of a customer database.

FIG. 4 is a diagram showing an example of a data structure of a company database.

FIG. 5 is a diagram illustrating an example of a data structure of a manual database.

FIG. 6 is a diagram illustrating an example of a data structure of a distribution information database.

FIG. 7 is a diagram illustrating an example of a data structure of a consumable goods order / product information database.

FIG. 8 is a diagram illustrating an example of a data structure of a bulletin board database.

FIG. 9 is a diagram showing an example of a data structure of a billing information database.

FIG. 10 is a flowchart showing processing when a company accesses a manual management center.

FIG. 11 is a diagram showing an example of a processing menu screen.

FIG. 12 is a flowchart showing a manual database access process.

FIG. 13 is a diagram showing an example of a processing menu screen for manual database access.

FIG. 14 is a diagram illustrating an example of a search result screen.

FIG. 15 is a diagram showing an example of a registration item input screen.

FIG. 16 is a diagram showing an example of a questionnaire / information distribution processing menu screen.

FIG. 17 is a flowchart illustrating “delivery mail creation / mail delivery” processing.

FIG. 18 is a flowchart illustrating a “questionnaire content creation” process.

FIG. 19 is a flowchart showing processing up to a questionnaire totaling date.

FIG. 20 is a flowchart showing an “answer viewing / extracting” process.

FIG. 21 is a flowchart illustrating “bulletin board registration” processing.

FIG. 22 is a flowchart showing a charging process.

FIG. 23 is a flowchart showing processing when a customer accesses a manual management center.

FIG. 24 is a diagram showing an example of a processing menu screen for unregistered persons.

FIG. 25 is a diagram showing an example of a personal information registration screen.

FIG. 26 is a diagram illustrating an example of a customer product purchase table.

FIG. 27 is a flowchart illustrating a process of generating a customer product purchase table.

FIG. 28 is a flowchart showing a process for setting data in a customer purchase product database.

FIG. 29 is a flowchart showing a consumable goods ordering process.

[Explanation of symbols]

1 Manual Management Center 10 Customer Database 11 Company Database 12 Manual Database 13 Delivery Information Database 14 Consumables / Product Information Database 15 Bulletin Board Database 16 Billing Information Database 20 Customer Personal Information Database 21 Customer Purchased Product Database 22 Distribution Condition Database 23 Questionnaire Database 24 Answer Information database 25 Product information database 26 Consumables information database 27 Option information database 28 Total accounting information database 29 Company-specific accounting information database 31 CPU 32 Input device 33 Display device 34 Memory 35 Printing device 36 Transmission control device 37 Medium drive device 38 Bus 39 External storage device 40 Recording medium C Center computer _Si company _Ui customer

Claims (12)

[Claims] 1. A manual registration means for arbitrarily registering manual information by a plurality of companies, a manual management means for managing registered manual information, and a customer arbitrarily requesting manual information managed by the manual management means. A manual management system comprising: an information management means for accessing and browsing. 2. The manual according to claim 1, further comprising registrant information management means for managing information relating manual information managed by said manual management means and manual information required by said customer as registrant information. Management system. 3. The manual management system according to claim 2, wherein the registrant information management means provides a list display information of the manual information of the customer based on the registrant information in response to a request of the customer. . 4. The manual management system according to claim 1, further comprising a charging unit that manages charging information for each of the plurality of companies according to the manual information managed by the manual management unit. 5. A questionnaire management means for conducting a questionnaire to the customer and managing benefits for the answer for each customer, and a means for transmitting the conducted questionnaire result information to a company. Or manual management system described. 6. The manual management system according to claim 1, further comprising a bulletin board for the customers to exchange information with each other. 7. A product information management means for managing a purchase time of a product purchased by a customer and information of ancillary equipment of the product, and information on maintenance of ancillary equipment of the product to the customer based on the purchase time of the product. 2. The manual management system according to claim 1, further comprising a delivery unit. 8. The manual management system according to claim 7, wherein said product information management means receives an order for an attached device from said customer. 9. A process for managing manual information acquired from a plurality of companies, a process for enabling a customer to access the manual, and managing accounting information for each of the plurality of companies according to the manual information. A manual management method. 10. The manual management method according to claim 9, wherein the registrant information management means provides list display information of manual information of the customer in response to a request of the customer. 11. A process for managing manual information acquired from a plurality of companies, a process for enabling a customer to access the manual, and managing information on ancillary equipment of a product in association with the manual information. A manual management method comprising: managing a purchase time of an accessory device purchased by a customer; and distributing information on maintenance of the accessory device of the product to the customer based on the purchase time of the product. 12. A process for managing manual information obtained from a plurality of companies, a process for enabling a customer to access the manual, and managing billing information for each of the plurality of companies in accordance with the manual information. And a computer-readable recording medium on which a program for causing a computer to execute a process including a step of performing the process is performed.