Abstract:
A quality assurance system for retail photofinishing includes a communication network; a retail photofinishing site including photofinishing equipment, a client computer connected to the communication network, and a process monitoring device connected to the computer; and a server located at a service center and connected to the communication network. Client software running on the client computer includes a quality management application for providing quality information to a manager of the photofinishing site; an operator testing and training application for training and certifying an operator of the retail site and providing testing, training and certification related data to the server and the quality management application; a quality evaluation application for monitoring the quality of the product and services provided by the photofinishing site and providing quality related data to the server and the quality management application; a process control application for monitoring the condition of the photofinishing equipment at the site and providing process control data to the server and to the quality management application. Server software running on the server includes an application for collecting, storing, and analyzing data from a plurality of photofinishing sites and producing a report on the quality of products and services provided by the sites.

Description:
FIELD OF THE INVENTION 
     The present invention is related to photofinishing and more particularly to a system and method for assuring the quality of products and services provided by photofinishers. 
     BACKGROUND OF THE INVENTION 
     A retail photofinishing site is a business that has the capability using on-site equipment, such as photofinishing mini-labs, to locally produce photofinishing services directly for a customer. There are currently over one hundred thousand retail photofinishing sites worldwide, and the number is increasing rapidly. A wholesale photofinishing laboratory receives photofinishing orders from a plurality of distributed outlets, such as camera stores, department stores, grocery stores, and drug stores that do not have on-site photofinishing capability, and fulfills the photofinishing orders for the retail outlets. There are currently a few hundred wholesale photofinishers world wide. 
     Presently, manufacturers of photographic equipment and supplies such as the Eastman Kodak Company license their brand name to wholesale photofinishers. It would be desirable for such manufacturers to leverage their brand identity by licensing the use of their brand name to their retail photofinishing customers. To protect the brand, the level of quality of branded products and services from the retail photofinishers must be controlled. Existing systems employed by photographic manufacturers for assuring quality of the wholesale photofinishers, primarily include manually implemented processes and measures requiring a high degree of personal involvement and contact by representatives of the photographic manufacturer. It is primarily because of the high level of personal interaction required to assure quality, that manufacturer branded output is currently limited to a relatively few large volume wholesale photofinishing laboratories. 
     Efforts to provide quality control for retail photofinishing sites have concentrated on the chemical processing aspect of the photofinishing operation. For example one approach to providing quality assurance in a retail photofinisher is the Kodatel™ system wherein manufacturer supplied control materials are processed in the retail site&#39;s equipment and measured by a densitometer to produce process control data relating to the chemical processes used at the retail photofinishing site. In this system, there is not necessarily a connection between the manufacturer and the retail site. Since these quality assurance approaches for retail photofinishing sites do not address all aspects of quality experienced by the consumer, it has not been the practice of the industry to license the photographic manufacturers brand to retail photofinishers. There is a need therefore for an improved quality assurance system for retail photofinishing that can enable the broader licensing of the photographic manufacturers&#39; brand name. 
     SUMMARY OF THE INVENTION 
     The need is met according to the present invention by providing a quality assurance system for retail photofinishing including a communication network; a retail photofinishing site including photofinishing equipment, a client computer connected to the communication network, and a process monitoring device connected to the computer; and a service center computer located at a service center and connected to the communication network. Client software running on the client computer includes: a quality management application for providing quality information to a manager of the photofinishing site; an operator testing and training application for training and certifying an operator of the retail site and providing testing, training and certification related data to the service center and the quality management application; a quality evaluation application for monitoring the quality of the product and services provided by the photofinishing site and providing quality related data to the service center and the quality management application; a customer feedback application for providing customer feedback information to the quality management application and to the service center; and a process control application for monitoring the condition of the photofinishing equipment at the site and providing process control data to the service center and to the quality management application. Software running on the service center computer, includes an application for collecting storing and analyzing data from a plurality of photofinishing sites and producing a report on the quality of products and services provided by the sites. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS 
     FIG. 1 is a block diagram showing a photofinishing system including a retail photofinishing site and a service center operated by a photographic manufacturer; 
     FIG. 2 is a block diagram showing the software applications running in the client computer of FIG. 1; 
     FIG. 3 is a block diagram of the software application running in the service center computer of FIG. 1; 
     FIG. 4 is a block diagram showing the details of the quality management application running on the client computer of FIG. 2; 
     FIG. 5 is a block diagram showing the details of the operator training and testing application running on the client computer of FIG. 2; 
     FIG. 6 is a block diagram showing the details of the color vision portion of the operator training and testing application of FIG. 5; 
     FIG. 7 is a block diagram showing the details of the operator training and testing portion of the operator training and testing application of FIG. 5; 
     FIG. 8 is a block diagram showing the details of the quality evaluation application running on the client computer of FIG. 5; 
     FIG. 9 is a block diagram showing the details of the customer feedback application running on the client computer of FIG. 5; 
     FIG. 10 is a block diagram showing the details of the process control application running on the client computer of FIG. 5; 
     FIG. 11 is a block diagram showing the details of the quality evaluation database running on the service center computer of FIG. 3; 
     FIG. 12 is a block diagram showing the details of the operator training and testing database running on the service center computer of FIG. 3; 
     FIG. 13 is a block diagram showing the details of the customer feedback database running on the service center computer of FIG. 3; and 
     FIG. 14 is a block diagram showing the details of the process control results database running on the service center computer of FIG.  3 . 
    
    
     DETAILED DESCRIPTION OF THE INVENTION 
     Referring to FIG. 1 a photofinishing system  10  includes a plurality of retail photofinishing sites  12  and a service center  14  connected to a communication network  16  such as phone line, or a virtual private network to reduce telephone costs. The retail photofinishing site  12 , includes photofinishing equipment  18  such as a film processor, printer/paper processor. The photofinishing equipment may also include a film or print scanner for capturing digital images from film or prints, a digital printer for printing the digital images produced by the scanner or from digital images captured by a digital camera. 
     The retail photofinishing site includes a process monitoring device  20 , such as a densitometer, for making physical measurements on the output of the photofinishing equipment  18 . The measurements are supplied to a computer  22  that runs software applications as described below to assure the quality of the products and services provided by the retail photofinishing site. The computer  22  is connected to a modem  24  for communicating on the communication network  16 . 
     The service center  14  includes a service center computer  26  and a modem  28  connected to the service center computer  26  for communicating with retail photofinishing sites  12 . The service center computer  26  runs software applications as described below, including remote service applications that cooperate with the software applications at the retail photofinishing sites  12  to facilitate the interaction of the remote support technician  27  with the retail photofinishing sites  12  either by phone or in person, to assure the quality of the products and services provided by the photofinishing sites  12 . 
     Referring to FIG. 2, the software applications running on the computer  22  at the retail site will now be described. The client computer  22  includes the following applications which are described below: quality management and reporting  30 ; operator training and testing  40 ; quality evaluation  60 ; customer feedback collection  70 ; and process control  80 . 
     Referring to FIG. 3, the software applications running on the service center computer  26  will now be described. The service center computer  26  includes the following applications which are described below: quality evaluation database  100 ; operator training and testing database  110 ; customer feedback database  120 ; and process control database  130 . 
     Referring to FIG. 4, the Quality management and reporting application  30  of the client computer  22  will now be described. The quality management and reporting application  30  consists of the employee database  31 , the process control database  33 , the customer feedback and contact management database  35 , and the quality results database  38 . The employee database  31  is fed with employee identification information by the retail site manager, and operator training and testing information by the operator training and testing application  40 . The employee database  31  in turn provides training summary reports  32  to the retail site manager and to the operator training and testing database  110  on the service center computer  26  via the client modem  24 , the communications network  16 , and the service center modem  28 . The process control database  33  is fed with process control information by the process control application  80 . The process control database  33  in turn provides process control summary reports  34  to the retail site manager and process control data to the process control results database  130  on the service center computer  26  via the client modem  24 , the communications network  16 , and the service center modem  28 . The customer feedback and contact management database  35  is fed with customer feedback and contact information by the customer feedback application  70 . The customer feedback and contact management database  35  in turn provides customer feedback summary reports  36  and customer contact log reports  37  to the retail site manager and customer feedback data to the customer feedback database  120  on the service center computer  26  via the client modem  24 , the communications network  16 , and the service center modem  28 . The quality results database  38  is fed with quality evaluation information by the quality evaluation application  60 . The quality results database  38  in turn provides quality results summary reports  39  to the retail site manager and quality results information to the quality evaluation database  100  on the service center computer  26  via the client modem  24 , the communications network  16 , and the service center modem  28 . 
     Referring to FIG. 5, the operator training and testing application  40  will now be described. The operator training and testing application  40  consists of the color vision test module  42  and the operator training and testing module  50 . 
     Referring to FIG. 6, the color vision test module  42  of the operator training and testing application  40  will now be described. The color vision test module  42  begins with the entrance of an employee identification by the employee. The color vision test module  42  checks the employee database  31  for the validity of the entered employee identification  43 . If the entered employee identification does not match an employee identification in the employee database  31 , the color vision test module  42  terminates. If the entered employee identification matches an employee identification in the employee database  31 , the color vision test module  42  proceeds with the color vision test  44 . The color vision test  44  consists of a short introduction to possible color vision deficiencies followed by a demonstration to familiarize the employee with the test. The actual test consists of a pre-screening of six different plates followed by a more specific screen of fourteen additional plates if there are incorrect answers in the pre-screen. These plates are modeled after “Ishihara&#39;s Tests For Color Blindness” and are designed to show blue-yellow or red-green color vision deficiencies. If the employee does not pass the color vision test  44 , the module informs the employee of the color vision deficiency  45  and terminates. If the employee passes the color vision test  44 , the color vision test module  42  informs the employee  46 , writes the time and date for the pass of the color vision test  44  to the employee identification in the employee database  31  and terminates. 
     Referring to FIG. 7, the operator training and testing module  50  will now be described. The operator training and testing module  50  consists of the following topics: Understanding Color, Print Grading, Chemical Management, Minilab Maintenance, Customer Delight, Assertiveness, and Retail Selling. The operator training and testing module  50  begins with the entrance of an employee identification by the employee. The operator training and testing module  50  checks the employee database  31  for the validity of the entered employee identification. If the entered employee identification does not match an employee identification in the employee database  31 , the operator training and testing module  50  terminates. If the entered employee identification matches an employee identification in the employee database  31 , the operator training and testing module  50  offers a choice to the employee to take a pre-test or not. If the employee chooses not to take the pre-test, the operator training and testing module  50  proceeds to offer the employee a list of all training modules  56  and the employee proceeds through each training module  58 . If the employee chooses to take the pre-test, the operator training and testing module  50  administers the pre-test  52 . At the conclusion of the pre-test  52 , if the score is 100% correct, the operator training and testing module  50  checks the employee database  31  for a passed color vision test  44 . If there is a record of a passed color vision test  44 , the operator training and testing module  50  informs the employee and writes the time and date for the pass of the operator training  50  to the employee database  31  and terminates. If there is no record in the employee database  31  of a passed color vision test  44 , the operator training and testing module  50  informs the employee that the color vision test  44  must be passed prior to receiving credit for operator training and terminates. If the pre-test  52  score is less than 100%, the operator training and testing module  50  displays for the employee a list of training modules  54  highlighted with training modules relevant to the missed questions on the pre-test  52  and the employee proceeds through each highlighted training module  58 . At the completion of the training modules  58 , the employee is offered a final test  59 . Prior to the final test  59  being administered, the operator training and testing module  50  checks the employee database  31  for a passed color vision test  44 . If there is no record in the employee database  31  of a passed color vision test  44 , the operator training and testing module  50  informs the employee that the color vision test  44  must be passed prior to taking the final test  59  and terminates. If there is a record of a passed color vision test  44 , the operator training and testing module  50  proceeds to administer the final test  59 . At the conclusion of the final test  59 , if the score is 100%, the operator training and testing module  50  informs the employee and writes the time and date for the pass of the operator training  50  to the employee database  31  and terminates. If the score for the final test  59  is less than 100% the operator training and testing module  50  displays for the employee a list of training modules  54  highlighted with training modules relevant to the missed questions on the final test  59  and the employee proceeds through the relevant training modules  58 . The employee proceeds in this fashion until the final test  59  is passed. A bookmarking feature in the operator training and testing module  50  allows an employee to exit at any time and upon reentry at a later time, go to directly to the previous exit point. 
     Referring to FIG. 8, the quality evaluation application  60  will now be described. The quality evaluation application  60  begins with the entrance of an employee identification  61  by the employee. The quality evaluation application  60  checks the employee database  31  for the validity of the entered employee identification. If the entered employee identification does not match an employee identification in the employee database  31 , the quality evaluation application  60  terminates. If the entered employee identification matches an employee identification in the employee database  31 , the quality evaluation application  60  allows the entry of order identification information (twin check number, film type, speed, film brand)  63  by the employee. The quality evaluation application  60  writes this information to the quality results database  38 . The quality evaluation application  60  then asks for input by the employee on photographic quality  64 . If the employee judges that photographic quality is not acceptable, the quality evaluation application  60  collects input from the employee on the type of photographic imperfection  65  and writes this information to the quality results database  38 , and proceeds to ask for input from the employee on physical quality  66 . If the employee judges that photographic quality is acceptable, the quality evaluation application  60  proceeds to ask for input from the employee on physical quality  66 . If the employee judges that physical quality is not acceptable, the quality evaluation application  60  collects input from the employee on the type of physical imperfection  67  and writes this information to the quality results database  38 , and proceeds to ask for input from the employee on clerical quality  68 . If the employee judges that physical quality is acceptable, the quality evaluation application  60  proceeds to ask for input from the employee on clerical quality  68 . If the employee judges that clerical quality is not acceptable, the quality evaluation application  60  collects input from the employee on the type of clerical imperfection  69  and writes this information to the quality results database  38 , and terminates. If the employee judges that clerical quality is acceptable, the quality evaluation application  60  terminates. 
     Referring to FIG. 9, the customer feedback application  70  will now be described. The customer feedback application  70  begins with the entrance of an employee identification  71  by the employee. The customer feedback application  70  checks the employee database  31  for the validity of the entered employee identification. If the entered employee identification  71  does not match an employee identification in the employee database  31 , the customer feedback application  70  terminates. If the entered employee identification matches an employee identification in the employee database  31 , the customer feedback application  70  allows the entry of order identification information (twin check number, film type, speed, film brand)  73  by the employee. The customer feedback application  70  writes this information to the customer feedback database  35 . The customer feedback application  70  then asks for input by the employee on the category (photographic, physical, clerical) of the customer complaint  74 . The customer feedback application  70  writes this information to the customer feedback database  35 . The customer feedback application  70  then asks for input by the employee on the resolution (make over all, part, or none of the order) of the customer complaint  75 . The customer feedback application  70  writes this information to the customer feedback database  35 . The customer feedback application  70  then asks for input by the employee on the level of manager follow-up (required or not required) of the customer complaint  76 . If manager follow-up is required, the customer feedback application  70  asks for customer contact information  77  to be input by the employee and writes this information to the customer contact database  37  and terminates. If manager follow-up is not required, the customer feedback application  70  terminates. 
     Referring to FIG. 10, the process control application  80  will now be described. The employee begins with a processed film control strip  81  or a processed paper control strip  82 . These control strips are measured by the process monitoring device  20  which feeds data into the process control database  83  via the client computer  22 . The process control application  80  writes this information to the process control database  33 . The process control application  80  compares the entered data with internally stored control limits  84 . If the data is within limits, the process control application returns a go indicator  85  to the operator and writes this information to the process control database  33  of the quality management and reporting application  30  and terminates. If the data is not within limits, the process control application returns a no-go indicator  86  to the operator and writes this information to the process control database  33  of the quality management and reporting application  30  and terminates. 
     Referring to FIG. 11, the quality evaluation database  100  of the service center computer  26  will now be described. The quality evaluation database  100  receives quality results data from a plurality of quality results databases  38  of the quality management and reporting application  30  running on the client computer  22 . The quality evaluation database  100  produces summary reports  101  and individual retail site reports  103 . 
     Referring to FIG. 12, the operator training and testing database  110  of the service center computer  26  will now be described. The operator training and testing database  110  receives operator training and testing data from a plurality of employee databases  31  of the quality management and reporting application  30  running on the client computer  22 . The operator training and testing database  110  produces summary reports  111  and individual retail site reports  113 . 
     Referring to FIG. 13, the customer feedback database  120  of the service center computer  26  will now be described. The customer feedback database  120  receives customer feedback data from a plurality of customer feedback databases  35  of the quality management and reporting application  30  running on the client computer  22 . The customer feedback database  120  produces summary reports  121  and individual retail site reports  123 . 
     Referring to FIG. 14, the process control results database  130  of the service center computer  26  will now be described. The process control results database  130  receives process control results data from a plurality of process control databases  33  of the quality management and reporting application  30  running on the client computer  22 . The process control results database  130  produces summary reports  131  and individual retail site reports  133 . 
     The invention has been described in detail with particular reference to certain preferred embodiments thereof, but it will be understood that variations and modifications can be effected within the spirit and scope of the invention. 
     PARTS LIST 
       10  photofinishing system 
       12  retail photofinishing site 
       14  service center 
       16  communication network 
       18  photofinishing equipment 
       20  process monitoring device 
       22  computer 
       24  modem 
       26  service center computer 
       27  remote support technician 
       28  modem 
       30  quality management and reporting application 
       31  employee database 
       32  training summary reports 
       33  process control database 
       34  process control summary reports 
       35  customer feedback and contact management database 
       36  customer feedback summary reports 
       37  customer contact log reports 
       38  quality results database 
       39  quality results summary reports 
       40  operator training and testing application 
       42  color vision test module 
       43  employee identification 
       44  color vision test 
       45  inform employee of color vision deficiency step 
       46  inform employee of passing color vision test step 
       50  operator training and testing module 
       52  pre-test 
       54  display list of training module step 
       56  list of training modules 
       58  proceed through training step 
       59  final test 
       60  quality evaluation application 
       61  enter employee identification 
       63  entry of order ID step 
       64  request input on photographic quality step 
       65  collect input on imperfection type step 
       66  request input on physical quality step 
       67  collect input on type of physical defect 
       68  request input on clerical quality step 
       69  collect input on type of clerical imperfection step 
       70  customer feedback collection application 
       71  employee identification 
       73  entry of order ID step 
       74  request category of complaint step 
       75  request input on resolution of complaint step 
       76  request input on level of manager follow-up step 
       77  request customer contact information step 
       80  process control application 
       81  film process control strip 
       82  paper process control strip 
       83  feed data into process control database step 
       84  compare data with control limits step 
       85  return go indicator step 
       86  return no go indicator step 
       100  quality evaluation database 
       101  produce summary report step 
       103  produce individual retail site report step 
       110  operator training and testing database 
       111  produce summary report step 
       113  produce individual retail site reports step 
       120  customer feedback database 
       121  produce summary report step 
       123  produce individual retail site report step 
       130  process control database 
       131  produce summary report step 
       133  produce individual retail site report step