System, service determining method, and computer program product

A system includes a device and one or more information processing apparatuses. The device includes a device-information generator configured to generate device information on the device; and an analyzer determining unit configured to determine any one of the device and the one or more information processing apparatuses as an analyzer for the device information. The one determined as the analyzer includes an analysis unit configured to perform an analysis based on the device information; and a service determining unit configured to determine a service to the device based on a result of the analysis.

CROSS-REFERENCE TO RELATED APPLICATION

The present application claims priority under 35 U.S.C. § 119 to Japanese Patent Application No. 2015-125952 filed on Jun. 23, 2015. The contents of which are incorporated herein by reference in their entirely.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention relates to a system, a service determining method, and a computer program product.

2. Description of the Related Art

Conventionally, there is known a technology where a maintenance management server remotely collects information from an image forming apparatus placed in a client environment, and sends a maintenance personnel to have him/her perform maintenance work when detected any abnormality, and analyzes the collected information to estimate the time to replace a consumable part and make a plan for preventive maintenance of consumable parts (maintenance before consumable parts are used up) (for example, see Japanese Patent No. 4943241).

However, in such a conventional technology as described above, an entity that performs the analysis of collected information and the determination of a service is fixed on the maintenance management server; therefore, it is difficult to meet a wide range of demands from users, maintenance staff, etc. on the provision of a service.

SUMMARY OF THE INVENTION

According to one aspect of the present invention, a system includes a device and one or more information processing apparatuses. The device includes a device-information generator configured to generate device information on the device; and an analyzer determining unit configured to determine any one of the device and the one or more information processing apparatuses as an analyzer for the device information. The one determined as the analyzer includes an analysis unit configured to perform an analysis based on the device information; and a service determining unit configured to determine a service to the device based on a result of the analysis.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

An object of an embodiment is to provide a system, a service determining method, and a computer program product that enable to meet a wide range of demands on the provision of a service.

Exemplary embodiments of a system and service determining method according to the present invention are described in detail below with reference to accompanying drawings.

First Embodiment

FIG. 1is a block diagram showing an example of a configuration of a system1according to a first embodiment. As shown inFIG. 1, the system1includes devices100, a center system200(an example of an information processing apparatus and an information processing system), user terminals300(an example of an information processing apparatus), and staff terminals400(an example of an information processing apparatus).

The devices100, the center system200, the user terminals300, and the staff terminals400are connected via a network2. The network2can be realized by, for example, the Internet, a local area network (LAN), etc.

The devices100are a device that is placed in a user (client) environment and is an object to be managed. The devices100include, for example, image forming apparatuses such as printing devices, copiers, multifunction peripherals (MFPs), scanner devices, and facsimile machines, various electronic devices such as projectors, cameras, air conditioners, refrigerators, fluorescent lights, vending machines, and handheld terminals, and personal computers (PCs). An MFP is a device having at least two of the following functions: copy function, print function, scanner function, and facsimile function.

In the first embodiment, there is described an example in which the devices100are image forming apparatuses that can be connected to the network2; however, the devices100are not limited to this example. For example, some devices100can be a device that is not connected to the network2. Incidentally, in the example shown inFIG. 1, only one device100is depicted; however, actually, there exist multiple devices100.

The center system200is a system that a maintenance company of the devices100operates, and is composed of one or more computers. The center system200manages the state of each device100, thereby determines a service to the device100. However, in the first embodiment, a service to a device100can be determined in the device100, a user terminal300, and a staff terminal400as well.

The user terminals300are terminals used by users of the devices100(specifically, user-side administrators of the devices100); the user terminals300include, for example, smart devices and PCs. Each user terminal300displays thereon service information on a service determined by the user terminal300or the center system200, thereby supports a user to perform maintenance on a device100. Incidentally, in the example shown inFIG. 1, only one user terminal300is depicted; however, actually, there can exist multiple user terminals300(for example, as many user terminals300as the number of user-side administrators of devices100).

The staff terminals400are terminals used by maintenance staff (hereinafter, referred to as “customer engineer(s)”) of the devices100; the staff terminals400include, for example, smart devices and PCs. Incidentally, the customer engineers are engineers who belong to the maintenance company that operates the center system200and actually perform maintenance on the devices100. Each staff terminal400displays thereon service information on a service determined by the staff terminal400or the center system200, thereby supports a customer engineer to perform maintenance on a device100. Incidentally, in the example shown inFIG. 1, only one staff terminal400is depicted; however, actually, there exist multiple staff terminals400(for example, as many staff terminals400as the number of customer engineers).

FIG. 2is a block diagram showing an example of a hardware configuration of any device100according to the first embodiment. As shown inFIG. 2, the device100has a configuration in which a controller110and an engine unit (Engine)160are connected by a PCI bus. The controller110is a controller that performs the overall control of the entire device100and controls the drawing, the communication, and the input from an operation display unit120. The engine unit160is an engine that can be connected to the PCI bus, and is, for example, a printer engine, such as a black-and-white plotter, a 1-drum color plotter, or a 4-drum color plotter, or a scanner engine, such as a scanner. The engine unit160also includes an image processing part, which performs error diffusion, gamma conversion, etc., in addition to the above-mentioned engine part.

The controller110includes a central processing unit (CPU)111, a North Bridge (NB)113, a system memory (MEM-P)112, a South Bridge (SB)114, a local memory (MEM-C)117, an application specific integrated circuit (ASIC)116, and a hard disk drive (HDD)118; the NB113and the ASIC116are connected by an accelerated graphics port (AGP) bus115. The MEM-P112includes a read-only memory (ROM)112aand a random access memory (RAM)112b.

The CPU111performs the overall control of the device100, and has a chipset composed of the NB113, the MEM-P112, and the SB114. The CPU111is connected to other devices via this chipset.

The NB113is a bridge for connecting the CPU111to the MEM-P112, the SB114, and the AGP bus115, and includes a memory controller, which controls the read/write to the MEM-P112etc., a PCI master, and an AGP target.

The MEM-P112is a system memory used as a memory for storing programs or data therein, a memory for unpacking the programs or data, a memory used for drawing by a printer, etc., and is composed of the ROM112aand the RAM112b. The ROM112ais a read-only memory used as a memory for storing programs or data therein. The RAM112bis a read/write memory used as a memory for unpacking the programs or data, a memory used for drawing by a printer, etc.

The SB114is a bridge for connecting the NB113to PCI devices and peripheral devices. The SB114is connected to the NB113via the PCI bus, and a network interface (I/F)130etc. is also connected to the PCI bus.

The ASIC116is an image-processing-purpose integrated circuit (IC) that includes hardware components for image processing, and has a role as a bridge for connecting the AGP bus115, the PCI bus, the HDD118, and the MEM-C117to one another. The ASIC116is composed of a PCI target and AGP master, an arbiter (ARB) that is the core of the ASIC116, a memory controller that controls the MEM-C117, a plurality of direct memory access controllers (DMACs) that performs the rotation of image data etc. according to hardware logic or the like, and a PCI unit that performs data transfer between the controller110and the engine unit160via the PCI bus. A USB140and an IEEE 1394 (the Institute of Electrical and Electronics Engineers1394) I/F150are connected to the ASIC116via the PCI bus. The operation display unit120is directly connected to the ASIC116.

The MEM-C117is a local memory used as a copying image buffer and a code buffer. The HDD118is storage used for the accumulation of image data, the accumulation of programs, the accumulation of font data, and the accumulation of forms.

The AGP bus115is a bus interface for graphics accelerator card that is proposed to make graphics processing faster, and accelerates a graphics accelerator card by having a direct access to the MEM-P112at high throughput.

FIG. 3is a block diagram showing an example of a functional configuration of any device100according to the first embodiment. As shown inFIG. 3, the device100includes a device-information generator171, an analyzer-information storage unit173, an analyzer determining unit175, a device-information transmitter177, an analysis unit179(an example of a fourth analysis unit), a service determining unit181(an example of a fourth service determining unit), a service-information storage unit183, and an output unit185(an example of a fourth output unit).

The device-information generator171, the analyzer determining unit175, the analysis unit179, the service determining unit181, and the output unit185can be realized by, for example, the CPU111and the MEM-P112. The analyzer-information storage unit173and the service-information storage unit183can be realized by, for example, the MEM-P112. The device-information transmitter177can be realized by, for example, the CPU111, the MEM-P112, and the network I/F130.

The device-information generator171generates device information on the device100. Specifically, the device-information generator171monitors the device100and generates device information of the device100.

The device information includes device identification information identifying the device100, state information on the state of the device100, etc. The device identification information is, for example, a serial number, a model name, a MAC address, etc. The state information is, for example, failure information on a failure that occurred in the device100.

For example, if a failure is paper jam, failure information includes the date and time of the occurrence of the failure, a part number of a paper feeding roller that fed sheets of paper, information for estimating a slip amount of a sheet fed by the paper feeding roller, the cumulative number of sheets fed by the paper feeding roller, etc.

The paper jam is a failure caused mainly by slipping of a sheet while fed by a paper feeding roller. Furthermore, the slipping of a sheet while fed by a paper feeding roller tends to occur more frequently with decreasing friction coefficient μ of the paper feeding roller due to the wear and tear of the paper feeding roller. Therefore, information as described above is given as failure information.

However, failure information is not limited to the above-mentioned examples; failure information can be any information as long as the information is about a failure that may occur in the device100. Furthermore, the state information is not limited to failure information; for example, the state information can be consumable-parts information on consumable parts used in the device100, or can include both failure information and consumable-parts information. Moreover, the state information can include a history of a predetermined number of pieces of past information in addition to the latest information. Furthermore, the device information can include user identification information identifying a user of the device100.

The analyzer-information storage unit173stores therein analyzer information that indicates an analyzer of the device information generated by the device-information generator171. The analyzer information is, for example, a flag that indicates the analyzer of the device information.

In the first embodiment, the devices100, the center system200, the user terminals300, and the staff terminals400all have a device-information analysis function, so analyzer information shall indicate any one of a device100, the center system200, a user terminal300, and a staff terminal400as an analyzer; however, candidates for the analyzer are not limited to these.

Even a device100, the center system200, a user terminal300, and a staff terminal400can be excluded from the analyzer if they have no device-information analysis function. For example, if the center system200, a user terminal300, and a staff terminal400have the device-information analysis function and a device100has no device-information analysis function, analyzer information indicates any one of the center system200, the user terminal300, and the staff terminal400.

Furthermore, in the first embodiment, out of a device100, the center system200, a user terminal300, and a staff terminal400, which one of them analyzer information indicates is determined by a user or a customer engineer. Specifically, a user or a customer engineer performs an input operation through the operation display unit120to determine any one of a device100, the center system200, a user terminal300, and a staff terminal400as an analyzer indicated in analyzer information, thereby the analyzer indicated in analyzer information stored in the analyzer-information storage unit173is determined (updated).

The analyzer determining unit175determines an analyzer of the device information generated by the device-information generator171. Specifically, the analyzer determining unit175determines an analyzer of the device information generated by the device-information generator171on the basis of the analyzer information stored in the analyzer-information storage unit173.

In the first embodiment, as described above, the analyzer information indicates any one of the device100, the center system200, a user terminal300, and a staff terminal400as the analyzer; therefore, the analyzer determining unit175determines the one indicated in the analyzer information, i.e., the device100, the center system200, the user terminal300, or the staff terminal400as the analyzer.

When any one of the center system200, the user terminal300, and the staff terminal400has been determined as the analyzer, the device-information transmitter177transmits the device information generated by the device-information generator171to the determined analyzer.

On the other hand, when the device100has been determined as the analyzer, the analysis unit179performs an analysis based on the device information generated by the device-information generator171. For example, if failure information included in the device information indicates paper jam, the analysis unit179estimates a slip amount from information for estimating a slip amount.

Furthermore, for example, if the information for estimating a slip amount is a time between the start of the feeding of a sheet of paper and the detection of the sheet by a sheet detection sensor located on a sheet conveyance path, the analysis unit179estimates a slip amount from a difference between the time and a predetermined time (a time required in a condition of no slipping of a sheet occurred). The larger the slip amount, the longer the time between the start of the feeding of a sheet of paper and the detection of the sheet by the sheet detection sensor located on the sheet conveyance path; therefore, the larger the time difference, the larger the slip amount is estimated to be. In this regard, the time between the start of the feeding of a sheet of paper and the detection of the sheet by the sheet detection sensor located on the sheet conveyance path can be calculated as the average or variance of the time by using past information.

Moreover, for example, if the information for estimating a slip amount is a value of voltage applied to rotate the paper feeding roller at a predetermined number of revolutions, the analysis unit179estimates a slip amount from a difference between the value of voltage and a predetermined value of voltage (a value of voltage applied to rotate the paper feeding roller at the predetermined number of revolutions in a condition of no slipping of a sheet occurred). The larger the slip amount, the lower the friction coefficient μ of the paper feeding roller becomes and the lower the value of voltage applied to rotate the paper feeding roller at the predetermined number of revolutions becomes; therefore, the larger the difference in value of voltage, the larger the slip amount is estimated to be. In this regard, the value of voltage applied to rotate the paper feeding roller at the predetermined number of revolutions can be calculated as the average or variance of the value of voltage by using past information.

Furthermore, for example, if the information for estimating a slip amount is the number of revolutions of the paper feeding roller when being rotated at the predetermined value of voltage, the analysis unit179estimates a slip amount from a difference between the number of revolutions and a predetermined number of revolutions (the number of revolutions of the paper feeding roller when being rotated at the predetermined value of voltage in a condition of no slipping of a sheet occurred). The larger the slip amount, the lower the friction coefficient μ of the paper feeding roller becomes and the larger the number of revolutions of the paper feeding roller when being rotated at the predetermined value of voltage becomes; therefore, the larger the difference in the number of revolutions, the larger the slip amount is estimated to be. In this regard, the number of revolutions of the paper feeding roller when being rotated at the predetermined value of voltage can be calculated as the average or variance of the number of revolutions by using past information.

However, a method for the analysis is not limited to the above-described examples.

The service determining unit181determines a service to the device100on the basis of a result of the analysis performed by the analysis unit179.

For example, when a result of the analysis performed by the analysis unit179is a slip amount described above, if the slip amount is equal to or more than a first threshold and less than a second threshold (the first threshold<the second threshold), the service determining unit181determines cleaning of the paper feeding roller as a maintenance service; if the slip amount is equal to or more than the second threshold, the service determining unit181determines replacement of the paper feeding roller as a maintenance service.

Furthermore, for example, when a result of the analysis performed by the analysis unit179is a slip amount, if the slip amount is equal to or more than a third threshold and the cumulative number of sheets fed included in the device information is less than a fourth threshold, the service determining unit181determines cleaning of the paper feeding roller as a maintenance service; if the slip amount is equal to or more than the third threshold and the cumulative number of sheets fed included in the device information is equal to or more than the fourth threshold, the service determining unit181determines replacement of the paper feeding roller as a maintenance service.

However, a service determining method is not limited to the above-described examples.

The service-information storage unit183stores therein service information on a service indicated by service identification information with respect to each piece of service identification information identifying a service. The service information is information indicating the content of a service; if the service is a maintenance service as in the first embodiment, the service information is information indicating the content of maintenance. For example, if the service is cleaning of a paper feeding roller, the service information is information indicating a way to clean the paper feeding roller.

Incidentally, the content of a service indicated in service information stored in the service-information storage unit183is appropriate for people who refer to the service information through the device100. Specifically, people who refer to service information using a device100in order to maintain the device100are thought to be either users or customer engineers of the device100; therefore, service information stored in the service-information storage unit183is intended for both users and customer engineers of the device100.

In the case of users, any user generally has poor knowledge of how to perform maintenance on the device100, so it is necessary to explain a maintenance method in a plain and simple manner; on the other hand, in the case of customer engineers, any customer engineer is generally knowledgeable about how to perform maintenance on the device100, so it is not necessary to explain a maintenance method in a plain and simple manner. Accordingly, service information stored in the service-information storage unit183of the device100, which is intended for both users and customer engineers, explains the content of maintenance at a level intended for “average” if people who refer to service information are classified into three groups of high, average, and low according to their knowledge of maintenance on the device100.

The output unit185outputs service information on a service determined by the service determining unit181. Specifically, the output unit185acquires service information of a service determined by the service determining unit181from the service-information storage unit183, and outputs the acquired service information to the operation display unit120. Accordingly, the output unit185outputs the service information appropriate for users and customer engineers.

FIGS. 4 to 6are diagrams showing an example of service information output from the output unit185according to the first embodiment in a case where a service is cleaning of a paper feeding roller.FIG. 4illustrates an initial screen for explaining how to clean the paper feeding roller, and explains the location of the paper feeding roller to be cleaned.FIG. 5illustrates a screen to which the transition is made by selection of a “Procedure” button191on the initial screen shown in FIG.4, and explains what to use to clean the paper feeding roller to be cleaned. Incidentally, if a “Back” button193has been selected on the screen shown inFIG. 5, the transition to the initial screen shown inFIG. 4is made.FIG. 6illustrates a screen to which the transition is made by selection of a “Next Page” button192on the screen shown inFIG. 5, and explains how to clean the paper feeding roller to be cleaned. Incidentally, if a “Back” button194has been selected on the screen shown inFIG. 6, the transition to the screen shown inFIG. 5is made.

FIG. 7is a block diagram showing an example of a hardware configuration of the center system200according to the first embodiment. As shown inFIG. 7, the center system200includes a control device201such as a CPU or a graphics processing unit (GPU), a main storage unit203such as a ROM or a RAM, an auxiliary storage unit205such as an HDD or a solid state drive (SSD), a display device207such as a display, an input device209such as a mouse and keyboard or a touch panel, and a communication device211that is a communication interface, and has a hardware configuration using an average computer. Incidentally, the auxiliary storage unit205, the display device207, the input device209, and the communication device211each can be either a built-in component or an external component.

FIG. 8is a block diagram showing an example of a functional configuration of the center system200according to the first embodiment. As shown inFIG. 8, the center system200includes a device-information receiver271(an example of a first device-information receiver), an analysis unit273(an example of a first analysis unit), a service determining unit275(an example of a first service determining unit), and an output unit277(an example of a first output unit).

The device-information receiver271can be realized by, for example, the control device201, the main storage unit203, and the communication device211. The analysis unit273, the service determining unit275, and the output unit277can be realized by, for example, the control device201and the main storage unit203.

The device-information receiver271receives device information of a device100from the device100. Specifically, if the center system200has been determined as an analyzer by a device100, the device-information receiver271receives device information of the device100from the device100.

The content of processing by the analysis unit273is the same as that of the analysis unit179of the device100. However, the center system200also collects device information of other devices other than the device100; therefore, the analysis unit273can perform an analysis using device information of other devices other than the device100. Furthermore, the analysis unit273can be configured to learn past analysis results and update the analysis logic. The content of processing by the service determining unit275is the same as that of the service determining unit181of the device100.

The output unit277outputs service information on a service determined by the service determining unit275. Specifically, the output unit277outputs the service name etc. of a service determined by the service determining unit275to the display device207. An operator of the center system200checks the service name output, and, if necessary, contacts a user or customer engineer to make the user or customer engineer perform maintenance corresponding to the service name.

FIG. 9is a block diagram showing an example of a hardware configuration of any user terminal300according to the first embodiment. As shown inFIG. 9, the user terminal300includes a control device301such as a CPU or a GPU, a main storage unit303such as a ROM or a RAM, an auxiliary storage unit305such as an HDD or an SSD, a display device307such as a display, an input device309such as a mouse and keyboard or a touch panel, and a communication device311that is a communication interface, and has a hardware configuration using an average computer. Incidentally, the auxiliary storage unit305, the display device307, the input device309, and the communication device311each can be either a built-in component or an external component.

FIG. 10is a block diagram showing an example of a functional configuration of any user terminal300according to the first embodiment. As shown inFIG. 10, the user terminal300includes a device-information receiver371(an example of a second device-information receiver), an analysis unit373(an example of a second analysis unit), a service determining unit375(an example of a second service determining unit), a service-information storage unit377, and an output unit379(an example of a second output unit).

The device-information receiver371can be realized by, for example, the control device301, the main storage unit303, and the communication device311. The analysis unit373, the service determining unit375, and the output unit379can be realized by, for example, the control device301and the main storage unit303. The service-information storage unit377can be realized by, for example, the auxiliary storage unit305.

The device-information receiver371receives device information of a device100from the device100. Specifically, if the user terminal300has been determined as an analyzer by a device100, the device-information receiver371receives device information of the device100from the device100.

The content of processing by the analysis unit373is the same as that of the analysis unit179of the device100. The content of processing by the service determining unit375is the same as that of the service determining unit181of the device100.

The service-information storage unit377is the same as the service-information storage unit183of the device100, except that the content of a service indicated in service information stored in the service-information storage unit377is appropriate for people who refer to the service information through the user terminal300.

Specifically, people who refer to service information using a user terminal300in order to maintain a device100are thought to be users of the device100; therefore, service information stored in the service-information storage unit377is intended for users of the device100. Accordingly, service information stored in the service-information storage unit377of the user terminal300, which is intended for users, explains the content of maintenance at a level intended for “low” if people who refer to service information are classified into three groups of high, average, and low according to their knowledge of maintenance on the device100.

The output unit379outputs service information on a service determined by the service determining unit375. Specifically, the output unit379acquires service information of a service determined by the service determining unit375from the service-information storage unit377, and outputs the acquired service information to the display device307. Accordingly, the output unit379outputs the service information appropriate for users.

FIG. 11is a diagram showing an example of service information output from the output unit379according to the first embodiment in a case where a service is cleaning of a paper feeding roller. First, an initial screen is the same as that shown inFIG. 4.FIG. 11illustrates a screen to which the transition is made by selection of the “Procedure” button191on the initial screen shown inFIG. 4, and explains what to use and how to clean the paper feeding roller to be cleaned. Incidentally, in the example shown inFIG. 11, the service information is intended for users assumed to have poor knowledge of maintenance on the device100; therefore, a picture of a paper feed tray391is displayed, or how to clean a paper feeding roller392is displayed by means of a video or animation. Furthermore, the example shown inFIG. 11assumes the display of service information on a large screen, so what to use and how to clean the paper feeding roller to be cleaned is explained on one screen; however, in the case of a small screen such as in a smartphone, the content of explanation shown inFIG. 11can be divided into two screens like those shown inFIGS. 5 and 6.

FIG. 12is a block diagram showing an example of a hardware configuration of any staff terminal400according to the first embodiment. As shown inFIG. 12, the staff terminal400includes a control device401such as a CPU or a GPU, a main storage unit403such as a ROM or a RAM, an auxiliary storage unit405such as an HDD or an SSD, a display device407such as a display, an input device409such as a mouse and keyboard or a touch panel, and a communication device411that is a communication interface, and has a hardware configuration using an average computer. Incidentally, the auxiliary storage unit405, the display device407, the input device409, and the communication device411each can be either a built-in component or an external component.

FIG. 13is a block diagram showing an example of a functional configuration of any staff terminal400according to the first embodiment. As shown inFIG. 13, the staff terminal400includes a device-information receiver471(an example of a third device-information receiver), an analysis unit473(an example of a third analysis unit), a service determining unit475(an example of a third service determining unit), a service-information storage unit477, and an output unit479(an example of a third output unit).

The device-information receiver471can be realized by, for example, the control device401, the main storage unit403, and the communication device411. The analysis unit473, the service determining unit475, and the output unit479can be realized by, for example, the control device401and the main storage unit403. The service-information storage unit477can be realized by, for example, the auxiliary storage unit405.

The device-information receiver471receives device information of a device100from the device100. Specifically, if the staff terminal400has been determined as an analyzer by a device100, the device-information receiver471receives device information of the device100from the device100.

The content of processing by the analysis unit473is the same as that of the analysis unit179of the device100. The content of processing by the service determining unit475is the same as that of the service determining unit181of the device100.

The service-information storage unit477is the same as the service-information storage unit183of the device100, except that the content of a service indicated in service information stored in the service-information storage unit477is appropriate for people who refer to the service information through the staff terminal400.

Specifically, people who refer to service information using a staff terminal400in order to maintain a device100are thought to be customer engineers of the device100; therefore, service information stored in the service-information storage unit477is intended for customer engineers of the device100. Accordingly, service information stored in the service-information storage unit477of the staff terminal400, which is intended for customer engineers, explains the content of maintenance at a level intended for “high” if people who refer to service information are classified into three groups of high, average, and low according to their knowledge of maintenance on the device100.

The output unit479outputs service information on a service determined by the service determining unit475. Specifically, the output unit479acquires service information of a service determined by the service determining unit475from the service-information storage unit477, and outputs the acquired service information to the display device407. Accordingly, the output unit479outputs the service information appropriate for customer engineers.

FIG. 14is a diagram showing an example of service information output from the output unit479according to the first embodiment in a case where a service is cleaning of a paper feeding roller.FIG. 14illustrates a screen for explaining how to clean a paper feeding roller, and explains what to use and how to clean the paper feeding roller to be cleaned. Incidentally, in the example shown inFIG. 14, the service information is intended for customer engineers assumed to have expert knowledge of maintenance on the device100; therefore, explanation of the installation location of the paper feeding roller to be cleaned is omitted. Furthermore, in the example shown inFIG. 14, for the purpose of letting a customer engineer consider the need for maintenance other than the cleaning of the paper feeding roller as well, the cumulative number of sheets fed and the occurrences of paper jam are displayed as relevant information491related to paper jam that occurred in the paper feeding roller to be cleaned, and a part number492of the paper feeding roller to be cleaned is displayed. Incidentally, the relevant information491and the part number492can be displayed by the use of device information used in the analysis performed by the analysis unit473.

FIG. 15is a diagram showing an example of service information output from the output unit479according to the first embodiment in a case where a service is replacement of a paper feeding roller.FIG. 15illustrates a screen for explaining a method for replacement of a paper feeding roller, and explains how to replace the paper feeding roller to be replaced. Furthermore, in the example shown inFIG. 15, for the purpose of letting a customer engineer consider the need for maintenance other than the replacement of the paper feeding roller as well, the cumulative number of sheets fed and the occurrences of paper jam are displayed as relevant information493related to paper jam that occurred in the paper feeding roller to be replaced, and a part number494of the paper feeding roller to be replaced is displayed. Incidentally, the relevant information493and the part number494can be displayed by the use of device information used in the analysis performed by the analysis unit473.

FIG. 16is a sequence diagram showing an example of a process performed in the system1according to the first embodiment.

First, the device-information generator171monitors a device100and generates device information of the device100(Step S101).

Then, the analyzer determining unit175determines an analyzer of the device information generated by the device-information generator171on the basis of analyzer information stored in the analyzer-information storage unit173(Step S103).

If the determined analyzer is the center system200, the device-information transmitter177transmits the device information generated by the device-information generator171to the center system200, and the device-information receiver271receives the device information of the device100from the device100(Step S111).

Then, the analysis unit273performs an analysis based on the device information received by the device-information receiver271(Step S113).

Then, the service determining unit275determines a service to the device100on the basis of a result of the analysis performed by the analysis unit273(Step S115).

And then, the output unit277outputs service information such as the service name of the service determined by the service determining unit275to the display device207(Step S117).

At Step S103, if the determined analyzer is a user terminal300, the device-information transmitter177transmits the device information generated by the device-information generator171to the user terminal300, and the device-information receiver371receives the device information of the device100from the device100(Step S121).

Then, the analysis unit373performs an analysis based on the device information received by the device-information receiver371(Step S123).

Then, the service determining unit375determines a service to the device100on the basis of a result of the analysis performed by the analysis unit373(Step S125).

And then, the output unit379acquires service information of the service determined by the service determining unit375from the service-information storage unit377, and outputs the acquired service information to the display device307(Step S127).

At Step S103, if the determined analyzer is a staff terminal400, the device-information transmitter177transmits the device information generated by the device-information generator171to the staff terminal400, and the device-information receiver471receives the device information of the device100from the device100(Step S131).

Then, the analysis unit473performs an analysis based on the device information received by the device-information receiver471(Step S133).

Then, the service determining unit475determines a service to the device100on the basis of a result of the analysis performed by the analysis unit473(Step S135).

And then, the output unit479acquires service information of the service determined by the service determining unit475from the service-information storage unit477, and outputs the acquired service information to the display device407(Step S137).

At Step S103, if the determined analyzer is the device100, the analysis unit179performs an analysis based on the device information generated by the device-information generator171(Step S141).

Then, the service determining unit181determines a service to the device100on the basis of a result of the analysis performed by the analysis unit179(Step S143).

And then, the output unit185acquires service information of the service determined by the service determining unit181from the service-information storage unit183, and outputs the acquired service information to the operation display unit120(Step S145).

As described above, according to the first embodiment, an entity that performs the analysis of device information of a device100and the determination of a service to the device100can be set on any of the device100, the center system200, a user terminal300, and a staff terminal400; therefore, it is possible to meet a wide range of demands from users, maintenance staff, etc.

For example, if a user demands to not transmit device information of a device100to the outside or demands application in a local environment having no connection to the network2as well, it is only necessary to set the device100as an entity that performs the analysis of device information and the determination of a service.

Furthermore, for example, if a user demands simplification of the configuration of a device100, it is only necessary to set any other than the device100as an entity that performs the analysis of device information and the determination of a service.

Moreover, for example, if a user demands optimum maintenance support, it is only necessary to set the center system200as an entity that performs the analysis of device information and the determination of a service. This is because an operator of the center system200can draw up an optimum maintenance plan on the basis of the output service name. For example, in the case of maintenance requiring a prompt action, the operator of the center system200can contact a user or a customer engineer to let him/her immediately perform the maintenance, or can assign a customer engineer who can take action for the maintenance; in the case of maintenance requiring a high level of skill, the operator of the center system200can assign a customer engineer having the skill required; in the case of maintenance of low importance, the operator of the center system200can plan to perform the maintenance at the time when periodic maintenance or other emergency maintenance is performed together.

Furthermore, for example, if a user or customer engineer demands sophistication of the analysis of device information, it is only necessary to set the center system200as an entity that performs the analysis of device information and the determination of a service. This is because the center system200collects device information of devices other than the device100as well, and therefore can perform analysis using the device information of the devices other than the device100.

Moreover, for example, if a user demands to confirm necessary maintenance by him/herself early, it is only necessary to set a user terminal300as an entity that performs the analysis of device information and the determination of a service.

Furthermore, for example, if a customer engineer demands to confirm necessary maintenance by him/herself early, it is only necessary to set a staff terminal400as an entity that performs the analysis of device information and the determination of a service.

Moreover, for example, if a user or customer engineer demands to analyze the device information according to the latest analysis logic, it is only necessary to set any other than the device100as an entity that performs the analysis of device information and the determination of a service. This is because the center system200, any user terminal300, and any staff terminal400are a general computer and can easily update (upgrade) the analysis logic.

Second Embodiment

In a second embodiment, there is described an example in which an output destination of service information of a determined service is determined according to the content of the service. In the following description, points of difference from the first embodiment are mainly described; a component having the same function as that in the first embodiment is assigned the same name and reference numeral as in the first embodiment, and description of the component is omitted.

FIG. 17is a block diagram showing an example of a functional configuration of any device1100of a system1001according to the second embodiment. As shown inFIG. 17, the device1100differs from the device100according to the first embodiment in that the device1100includes an output unit1185instead of the output unit185and further includes an output-destination-information storage unit1186, an output-destination determining unit1187(an example of a second output-destination determining unit), a service-identification-information transmitter1188(an example of a second service-identification-information transmitter), and a service-identification-information receiver1189(an example of a third service-identification-information receiver).

The output-destination-information storage unit1186can be realized by, for example, the MEM-P112. The output-destination determining unit1187can be realized by, for example, the CPU111and the MEM-P112. The service-identification-information transmitter1188and the service-identification-information receiver1189can be realized by, for example, the CPU111, the MEM-P112, and the network I/F130.

The output-destination-information storage unit1186stores therein output destination information in which service identification information identifying a service is associated with output-destination identification information identifying an output destination. In the second embodiment, output-destination identification information included in output destination information stored in the output-destination-information storage unit1186shall indicate any of the device1100, a user terminal1300, and a staff terminal1400; however, candidates for the output destination are not limited to these.

In the second embodiment, there is described an example in which output destination information is constructed on the basis of a design concept that maintenance with a high degree of difficulty is associated with a staff terminal1400, and maintenance with a not-high degree of difficulty is associated with the device1100or a user terminal1300; however, output destination information is not limited to this concept.

FIG. 18is a diagram showing an example of output destination information stored in the output-destination-information storage unit1186according to the second embodiment. In the example shown inFIG. 18, service identification information “0001” indicates cleaning of a paper feeding roller, and is associated with output-destination identification information that indicates a user terminal1300. Furthermore, service identification information “0002” indicates replacement of a paper feeding roller, and is associated with output-destination identification information that indicates a staff terminal1400.

The output-destination determining unit1187determines an output destination of service information on a service determined by the service determining unit181. Specifically, the output-destination determining unit1187determines an output destination of service information on a service determined by the service determining unit181on the basis of the output destination information stored in the output-destination-information storage unit1186.

In the second embodiment, as described above, output-destination identification information indicates any of the device1100, a user terminal1300, and a staff terminal1400; therefore, the output-destination determining unit1187determines that the device1100, a user terminal1300, or a staff terminal1400indicated by output-destination identification information associated with service identification information of a service determined by the service determining unit181is an output destination of service information on the service.

If a user terminal1300or a staff terminal1400has been determined as the output destination by the output-destination determining unit1187, the service-identification-information transmitter1188transmits the service identification information of the service determined by the service determining unit181to the determined output destination. Incidentally, in addition to the service identification information, the service-identification-information transmitter1188can transmit device information used in an analysis performed by the analysis unit179to the output destination.

The service-identification-information receiver1189receives service identification information identifying a service determined by a center system1200from the center system1200. Specifically, if the device1100has been determined as an output destination of service information by the center system1200, the service-identification-information receiver1189receives service identification information of a service determined by the center system1200from the center system1200. Incidentally, in addition to the service identification information, the service-identification-information receiver1189can receive device information used in an analysis performed by the analysis unit273from the center system1200.

If the device1100has been determined as the output destination by the output-destination determining unit1187, the output unit1185outputs service information on a service determined by the service determining unit181; if the service-identification-information receiver1189has received service identification information, the output unit1185outputs service information on a service indicated by the service identification information.

Specifically, if the device1100has been determined as the output destination by the output-destination determining unit1187, the output unit1185acquires service information of a service determined by the service determining unit181from the service-information storage unit183, and outputs the acquired service information to the operation display unit120. If the service-identification-information receiver1189has received service identification information, the output unit1185acquires service information of a service indicated by the service identification information from the service-information storage unit183, and outputs the acquired service information to the operation display unit120.

FIG. 19is a block diagram showing an example of a functional configuration of the center system1200of the system1001according to the second embodiment. As shown inFIG. 19, the center system1200differs from the center system200according to the first embodiment in that the center system1200includes an output unit1277instead of the output unit277and further includes an output-destination-information storage unit1280, an output-destination determining unit1281(an example of a first output-destination determining unit), and a service-identification-information transmitter1282(an example of a first service-identification-information transmitter).

The output-destination-information storage unit1280can be realized by, for example, the auxiliary storage unit205. The output-destination determining unit1281can be realized by, for example, the control device201and the main storage unit203. The service-identification-information transmitter1282can be realized by, for example, the control device201, the main storage unit203, and the communication device211.

The output-destination-information storage unit1280is the same as the output-destination-information storage unit1186of the device1100, except that output-destination identification information included in output destination information stored in the output-destination-information storage unit1280indicates any of the device1100, the center system1200, a user terminal1300, and a staff terminal1400.

In the second embodiment, there is described an example in which output destination information is constructed on the basis of a design concept that maintenance with a high degree of difficulty is associated with a staff terminal1400, maintenance with a not-high degree of difficulty is associated with the device1100or a user terminal1300, and maintenance requiring a prompt action and maintenance requiring a high level of skill are associated with the center system1200; however, output destination information is not limited to this concept.

The output-destination determining unit1281determines an output destination of service information on a service determined by the service determining unit275. Specifically, the output-destination determining unit1281determines an output destination of service information on a service determined by the service determining unit275on the basis of the output destination information stored in the output-destination-information storage unit1280.

In the second embodiment, as described above, output-destination identification information indicates any of the device1100, the center system1200, a user terminal1300, and a staff terminal1400; therefore, the output-destination determining unit1281determines that the device1100, the center system1200, a user terminal1300, or a staff terminal1400indicated by output-destination identification information associated with service identification information of a service determined by the service determining unit275is an output destination of service information on the service.

If any of the device1100, a user terminal1300, and a staff terminal1400has been determined as the output destination by the output-destination determining unit1281, the service-identification-information transmitter1282transmits the service identification information of the service determined by the service determining unit275to the determined output destination. Incidentally, in addition to the service identification information, the service-identification-information transmitter1282can transmit device information used in an analysis performed by the analysis unit273to the output destination.

If the center system1200has been determined as the output destination by the output-destination determining unit1281, the output unit1277outputs the service information on the service determined by the service determining unit275. Specifically, the output unit1277outputs the service name etc. of the service determined by the service determining unit275to the display device207.

FIG. 20is a block diagram showing an example of a functional configuration of any user terminal1300of the system1001according to the second embodiment. As shown inFIG. 20, the user terminal1300differs from the user terminal300according to the first embodiment in that the user terminal1300includes an output unit1379instead of the output unit379and further includes a service-identification-information receiver1380(an example of a first service-identification-information receiver). The service-identification-information receiver1380can be realized by, for example, the control device301, the main storage unit303, and the communication device311.

The service-identification-information receiver1380receives service identification information identifying a service determined by the device1100or the center system1200from the device1100or the center system1200.

Specifically, if a user terminal1300has been determined as an output destination of service information by the device1100, the service-identification-information receiver1380receives service identification information of a service determined by the device1100from the device1100. Incidentally, in addition to the service identification information, the service-identification-information receiver1380can receive device information used in an analysis performed by the analysis unit179from the device1100.

Likewise, if a user terminal1300has been determined as an output destination of service information by the center system1200, the service-identification-information receiver1380receives service identification information of a service determined by the center system1200from the center system1200. Incidentally, in addition to the service identification information, the service-identification-information receiver1380can receive device information used in an analysis performed by the analysis unit273from the center system1200.

The output unit1379outputs service information on a service determined by the service determining unit375; furthermore, if the service-identification-information receiver1380has received service identification information, the output unit1379outputs service information on a service indicated by the service identification information.

Specifically, the output unit1379acquires service information of a service determined by the service determining unit375from the service-information storage unit377, and outputs the acquired service information to the display device307. Furthermore, if the service-identification-information receiver1380has received service identification information, the output unit1379acquires service information of a service indicated by the service identification information from the service-information storage unit377, and outputs the acquired service information to the display device307.

FIG. 21is a block diagram showing an example of a functional configuration of any staff terminal1400of the system1001according to the second embodiment. As shown inFIG. 21, the staff terminal1400differs from the staff terminal400according to the first embodiment in that the staff terminal1400includes an output unit1479instead of the output unit479and further includes a service-identification-information receiver1480(an example of a second service-identification-information receiver). The service-identification-information receiver1480can be realized by, for example, the control device401, the main storage unit403, and the communication device411.

The service-identification-information receiver1480receives service identification information identifying a service determined by the device1100or the center system1200from the device1100or the center system1200.

Specifically, if a staff terminal1400has been determined as an output destination of service information by the device1100, the service-identification-information receiver1480receives service identification information of a service determined by the device1100from the device1100. Incidentally, in addition to the service identification information, the service-identification-information receiver1480can receive device information used in an analysis performed by the analysis unit179from the device1100.

Likewise, if a staff terminal1400has been determined as an output destination of service information by the center system1200, the service-identification-information receiver1480receives service identification information of a service determined by the center system1200from the center system1200. Incidentally, in addition to the service identification information, the service-identification-information receiver1480can receive device information used in an analysis performed by the analysis unit273from the center system1200.

The output unit1479outputs service information on a service determined by the service determining unit475; furthermore, if the service-identification-information receiver1480has received service identification information, the output unit1479outputs service information on a service indicated by the service identification information.

Specifically, the output unit1479acquires service information of a service determined by the service determining unit475from the service-information storage unit477, and outputs the acquired service information to the display device407. Furthermore, if the service-identification-information receiver1480has received service identification information, the output unit1479acquires service information of a service indicated by the service identification information from the service-information storage unit477, and outputs the acquired service information to the display device407.

FIG. 22is a sequence diagram showing an example of a process performed in the system1001according to the second embodiment.

First, processes at Steps S301and S303are the same as those at Steps S101and S103in the sequence diagram shown inFIG. 16.

Then, processes at Steps S311to S315are the same as those at Steps S111to S115in the sequence diagram shown inFIG. 16.

And then, the output-destination determining unit1281determines an output destination of service information on a service determined by the service determining unit275on the basis of output destination information stored in the output-destination-information storage unit1280(Step S317). Incidentally, subsequent processes after Step S317will be described later.

Processes at Steps S321to S327are the same as those at Steps S121to S127in the sequence diagram shown inFIG. 16.

Processes at Steps S331to S337are the same as those at Steps S131to S137in the sequence diagram shown inFIG. 16.

Processes at Steps S341and S343are the same as those at Steps S141and S143in the sequence diagram shown inFIG. 16.

Then, the output-destination determining unit1187determines an output destination of service information on a service determined by the service determining unit181on the basis of output destination information stored in the output-destination-information storage unit1186(Step S345). Incidentally, subsequent processes after Step S345will be described later.

FIG. 23is a sequence diagram showing an example of a process performed after an output destination of service information is determined at Step S345shown inFIG. 22.

If the output destination determined at Step S345is a user terminal1300, the service-identification-information transmitter1188transmits service identification information of a service determined by the service determining unit181to the user terminal1300, and the service-identification-information receiver1380receives the service identification information from the device1100(Step S401).

Then, the output unit1379acquires service information of a service indicated by the service identification information, which has been received by the service-identification-information receiver1380, from the service-information storage unit377, and outputs the acquired service information to the display device307(Step S403).

If the output destination determined at Step S345is a staff terminal1400, the service-identification-information transmitter1188transmits service identification information of a service determined by the service determining unit181to the staff terminal1400, and the service-identification-information receiver1480receives the service identification information from the device1100(Step S411).

Then, the output unit1479acquires service information of a service indicated by the service identification information, which has been received by the service-identification-information receiver1480, from the service-information storage unit477, and outputs the acquired service information to the display device407(Step S413).

If the output destination determined at Step S345is the device1100, the output unit1185acquires service information of a service determined by the service determining unit181from the service-information storage unit183, and outputs the acquired service information to the operation display unit120(Step S421).

FIG. 24is a sequence diagram showing an example of a process performed after an output destination of service information is determined at Step S317shown inFIG. 22.

If the output destination determined at Step S317is the device1100, the service-identification-information transmitter1282transmits service identification information of a service determined by the service determining unit275to the device1100, and the service-identification-information receiver1189receives the service identification information from the center system1200(Step S501).

Then, the output unit1185acquires service information of a service indicated by the service identification information, which has been received by the service-identification-information receiver1189, from the service-information storage unit183, and outputs the acquired service information to the operation display unit120(Step S503).

If the output destination determined at Step S317is a user terminal1300, the service-identification-information transmitter1282transmits service identification information of a service determined by the service determining unit275to the user terminal1300, and the service-identification-information receiver1380receives the service identification information from the center system1200(Step S511).

Then, the output unit1379acquires service information of a service indicated by the service identification information, which has been received by the service-identification-information receiver1380, from the service-information storage unit377, and outputs the acquired service information to the display device307(Step S513).

If the output destination determined at Step S317is a staff terminal1400, the service-identification-information transmitter1282transmits service identification information of a service determined by the service determining unit275to the staff terminal1400, and the service-identification-information receiver1480receives the service identification information from the center system1200(Step S521).

Then, the output unit1479acquires service information of a service indicated by the service identification information, which has been received by the service-identification-information receiver1480, from the service-information storage unit477, and outputs the acquired service information to the display device407(Step S523).

If the output destination determined at Step S317is the center system1200, the output unit1277outputs service information such as the service name of a service determined by the service determining unit275to the display device207(Step S531).

As described above, according to the second embodiment, if a device1100or the center system1200is an entity that performs the analysis of device information and the determination of a service, an entity that outputs service information is determined according to a service determined; therefore, it is possible to inform an appropriate person to perform maintenance of the content of the maintenance.

For example, in the case of easy maintenance that a user can deal with by him/herself, a device1100or a user terminal1300is determined as an entity that outputs service information; therefore, it is possible to inform the user appropriate to perform maintenance of the content of the maintenance.

Furthermore, for example, in the case of maintenance that is difficult for a user to deal with by him/herself, a staff terminal1400is determined as an entity that outputs service information; therefore, it is possible to inform a customer engineer appropriate to perform maintenance of the content of the maintenance.

Moreover, for example, in the case of maintenance requiring a prompt action or maintenance requiring a high level of skill, the center system1200is determined as an entity that outputs service information; therefore, it is possible to contact a user or a customer engineer to let him/her immediately perform the maintenance or assign a customer engineer having the skill required.

In Variation 1, there is described an example in which a service is determined on the basis of user information on a user in addition to an analysis result. In the following description, points of difference from the first embodiment are mainly described; a component having the same function as that in the first embodiment is assigned the same name and reference numeral as in the first embodiment, and description of the component is omitted.

FIG. 25is a block diagram showing an example of a functional configuration of a center system2200of a system2001according to Variation 1. As shown inFIG. 25, the center system2200differs from the center system200according to the first embodiment in that the center system2200includes a service determining unit2275instead of the service determining unit275and further includes a user-information storage unit2283. The user-information storage unit2283can be realized by, for example, the auxiliary storage unit205.

The user-information storage unit2283stores therein user information on a user. In Variation 1, the user-information storage unit2283stores therein user information in which user identification information identifying a user is associated with priority information indicating a priority.

In Variation 1, there is described an example in which a priority indicated in priority information is set according to the content of a maintenance contract made with a user indicated by user identification information associated with the priority information; the higher the level of maintenance required, the higher the priority. However, the priority information is not limited to this example.

FIG. 26is a diagram showing an example of user information according to Variation 1. In the example shown inFIG. 26, user identification information “User A” is associated with priority information “1”, and user identification information “User B” is associated with priority information “3”. Incidentally, the lower the value of priority information, the higher the priority.

The service determining unit2275determines a service to a device100on the basis of user information in addition to an analysis result. Specifically, using user identification information included in device information received by the device-information receiver271, the service determining unit2275acquires priority information associated with the user identification information, and determines a service to the device100on the basis of the acquired priority information and a result of analysis performed by the analysis unit273.

For example, when the result of analysis performed by the analysis unit273is a slip amount as in the case of the analysis unit179in the first embodiment, if the slip amount is equal to or more than a first threshold and less than a second threshold (the first threshold<the second threshold), the service determining unit2275determines cleaning of a paper feeding roller as a maintenance service; if the slip amount is equal to or more than the second threshold, the service determining unit2275determines replacement of a paper feeding roller as a maintenance service.

In this case, the service determining unit2275changes the value of at least either the first threshold or the second threshold according to the acquired priority information. For example, with increasing value indicated in the acquired priority information (with increasing priority), the service determining unit2275lowers the value of at least either the first threshold or the second threshold so that the maintenance service is performed earlier than usual.

Furthermore, for example, when the result of analysis performed by the analysis unit273is a slip amount as in the case of the analysis unit179in the first embodiment, if the slip amount is equal to or more than a third threshold and the cumulative number of sheets fed included in the device information is less than a fourth threshold, the service determining unit2275determines cleaning of a paper feeding roller as a maintenance service; if the slip amount is equal to or more than the third threshold and the cumulative number of sheets fed included in the device information is equal to or more than the fourth threshold, the service determining unit2275determines replacement of a paper feeding roller as a maintenance service.

Also in this case, the service determining unit2275changes the value of at least either the third threshold or the fourth threshold according to the acquired priority information. For example, with increasing value indicated in the acquired priority information (with increasing priority), the service determining unit2275lowers the value of at least either the third threshold or the fourth threshold so that the maintenance service is performed earlier than usual.

As described above, according to Variation 1, a basis (a threshold) for determining whether a service is required can be changed according to a user (for example, the content of a maintenance contract made with a user); therefore, it is possible to provide maintenance at a level appropriate for each user.

In the above embodiments, the service-information storage unit183, the service-information storage unit377, and the service-information storage unit477can be set up on the outside such as a cloud, and service information can be provided as online documentation.

Program

Respective programs executed by the devices, the center system, the user terminals, and the staff terminals according to the above-described embodiments (hereinafter, referred to as “the apparatuses according to any of the embodiments”) are provided in such a manner that the programs are each stored on a computer-readable recording medium, such as a CD-ROM, a CD-R, a memory card, a digital versatile disk (DVD), or a flexible disk (FD), in an installable or executable file format.

Furthermore, the respective programs executed by the apparatuses according to any of the embodiments can be provided in such a manner that the programs are each stored on a computer connected to a network such as the Internet so that the programs can be downloaded via the network. Moreover, the respective programs executed by the apparatuses according to any of the embodiments can be provided or distributed via a network such as the Internet. Furthermore, the respective programs executed by the apparatuses according to any of the embodiments can be provided in such a manner that the programs are each built into a ROM or the like in advance.

The respective programs executed by the apparatuses according to any of the embodiments are each composed of modules for realizing the above-described units on a computer. As actual hardware, a CPU reads out each program from a ROM onto a RAM and executes the program, thereby the above-described function units are realized on the computer.

According to the present invention, there is achieved an effect that it is possible to meet a wide range of demands on the provision of a service.

Further, as described above, any one of the above-described and other methods of the present invention may be embodied in the form of a computer program stored in any kind of storage medium. Examples of storage mediums, which may be provided as computer program products, include, but are not limited to, flexible disk, hard disk, optical discs, magneto-optical discs, magnetic tapes, nonvolatile memory, semiconductor memory, read-only-memory (ROM), etc.