System and service determination method

A service determination method performed by a computer that is in a system connected to a network and that is configured by execution of one or more programs of executable instructions, for determining one or more services to be performed to maintain an image-forming apparatus, the one or more services including anterior maintenance for a predicted failure, posterior maintenance for an already-occurred failure, preventive maintenance according to a preventive maintenance plan, and regular maintenance on a regular or prescheduled basis, and maintaining, in a memory, service information indicating the one or more services to be performed, the service determination method comprising:

• electronically receiving, from a specified image-forming apparatus over the network, apparatus information regarding the image-forming apparatus, the received apparatus information including identification information identifying the image-forming apparatus and state information regarding a current state of the image-forming apparatus, the state information being derived from information obtained from sensors of the image forming apparatus;
• performing, based on the program execution, an analysis of one or more analysis items relating to a predicted failure of the image-forming apparatus, based on the apparatus information and service history information indicating a customer maintenance request history, acquired from the memory, including calculating a probability associated with receiving a maintenance request regarding the predicted failure of the image-forming apparatus within a predetermined time period from a customer;
• when determining, based on an analysis result, that a first condition for performing a first maintenance work within the predetermined time period is satisfied, the first condition being that the calculated probability associated with receiving a maintenance request regarding the predicted failure is higher than a first probability threshold associated with the service history information, modifying, in the memory, said service information to indicate that said first maintenance work is to be performed within the predetermined time period;
• and
• when determining, based on the analysis result, that a second condition is satisfied, the second condition being that the calculated probability associated with receiving a maintenance request regarding the predicted failure occurring within the predetermined time period is higher than a second probability threshold determined based on the service history information, modifying, in the memory, said service information to specify that said first maintenance work is to be performed when a next earliest other maintenance work, amongst the anterior maintenance, the posterior maintenance, the preventive maintenance and the regular maintenance, is to be performed within the predetermined time period, the second probability threshold being lower than the first probability threshold;
• when the service information is modified, automatically transmitting, over the network, the modified service information to a predetermined address associated with a terminal so that the modified service information is displayed on the terminal;
• when it is determined that the first condition is satisfied, determining whether a part used for the first maintenance work within the predetermined time period is in stock based on inventory information of the part, and when the part is not in stock, automatically transmitting an order for the part to a manufacturer of the part;
• and
• when it is determined that the second condition is satisfied, determining whether a part used for the first maintenance work or the other maintenance work is in stock based on the inventory information of the part, and when the part is not in stock, automatically transmitting an order for the part to a manufacturer of the part.

A computer program product including instructions embodied in a non-transitory medium and executable by a computer, in a system connected to a network, to perform a service determination method for determining one or more services to be performed to maintain image-forming an apparatus to be serviced, the one or more services including anterior maintenance for a predicted failure, posterior maintenance for an already-occurred failure, preventive maintenance according to a preventive maintenance plan, and regular maintenance on a regular or prescheduled basis, and maintaining, in a memory, service information indicating the one or more services to be performed, the method comprising:

• electronically receiving, from a specified image-forming apparatus over the network, apparatus information regarding the image-forming apparatus, the received apparatus information including identification information identifying the image-forming apparatus and state information regarding a current state of the image-forming apparatus, the state information being derived from information obtained from sensors of the image forming apparatus;
• performing, based on the program execution, an analysis of one or more analysis items relating to a predicted failure of the image-forming apparatus, based on the apparatus information and service history information indicating a customer maintenance request history, acquired from the memory, including calculating a probability associated with receiving a maintenance request regarding the predicted failure of the image-forming apparatus within a predetermined time period from a customer;
• when determining, based on an analysis result, that a first condition for performing a first maintenance work within the predetermined time period is satisfied, the first condition being that the calculated probability associated with receiving a maintenance request regarding the predicted failure is higher than a first probability threshold associated with the service history information, modifying, in the memory, said service information to indicate that said first maintenance work is to be performed within the predetermined time period;
• and
• when determining, based on the analysis result, that a second condition is satisfied, the second condition being that the calculated probability associated with receiving a maintenance request regarding the predicted failure occurring within the predetermined time period is higher than a second probability threshold determined based on the service history information, modifying, in the memory, said service information to specify that said first maintenance work is to be performed when a next earliest other maintenance work, amongst the anterior maintenance, the posterior maintenance, the preventive maintenance, and the regular maintenance, is to be performed within the predetermined time period, the second probability threshold being lower than the first probability threshold;
• when the service information is modified, automatically transmitting, over the network, the modified service information to a predetermined address associated with a terminal so that the modified service information is displayed on the terminal;
• when it is determined that the first condition is satisfied, determining whether a part used for the first maintenance work within the predetermined time period is in stock based on inventory information of the part, and when the part is not in stock, automatically transmitting an order for the part to a manufacturer of the part;
• and
• when it is determined that the second condition is satisfied, determining whether a part used for the first maintenance work or the other maintenance work is in stock based on the inventory information of the part, and when the part is not in stock, automatically transmitting an order for the part to a manufacturer of the part.