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WO2001050375A1 - Procede et appareil de suivi en ligne de questions litigieuses pour systeme d'achat - Google Patents

Procede et appareil de suivi en ligne de questions litigieuses pour systeme d'achat Download PDF

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Publication number
WO2001050375A1
WO2001050375A1 PCT/US2000/033734 US0033734W WO0150375A1 WO 2001050375 A1 WO2001050375 A1 WO 2001050375A1 US 0033734 W US0033734 W US 0033734W WO 0150375 A1 WO0150375 A1 WO 0150375A1
Authority
WO
WIPO (PCT)
Prior art keywords
issue
information
computer system
order
purchaser
Prior art date
Application number
PCT/US2000/033734
Other languages
English (en)
Inventor
Richard S. Mcconnell, Jr.
Aaron M. Linz
Original Assignee
General Electric Company
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by General Electric Company filed Critical General Electric Company
Priority to AU22602/01A priority Critical patent/AU2260201A/en
Publication of WO2001050375A1 publication Critical patent/WO2001050375A1/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/30—Definitions, standards or architectural aspects of layered protocol stacks
    • H04L69/32—Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
    • H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
    • H04L69/329—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]

Definitions

  • the present invention relates generally to conducting electronic commercial transactions on-line, i.e. over a computer network. More particularly, the present invention relates to tracking customer service issues an on-line environment .
  • the Internet is a worldwide network of computers linked together by various hardware communication links all running a standard suite of protocols known as TCP IP (transmission control protocol/Internet protocol).
  • TCP IP transmission control protocol/Internet protocol
  • HTTP hypertext transfer protocol
  • Browsers generally reside on the computer used to access the Internet, i.e. the client computer.
  • HTTP is a component of TCP/IP and provides users access to files of various formats using a standard page description language known as HTML (hypertext markup language).
  • HTML hypertext markup language
  • HTML HyperText Markup Language
  • HTML Uniform Resource Locator
  • the Web has become ubiquitous in businesses and homes because it has proven to be convenient for various applications, such as news and data delivery, conducting banking and investment transactions, and the like.
  • U.S. Patent 5,890,139 discloses a computer implemented method for answering questions submitted to an automated service system. Answers are stored in a database, are matched to questions when possible, and are automatically sent in reply to the question.
  • This patent does not address customer service issues that must be resolved through action, such as defective goods, late shipment, and the like.
  • Known customer support issue handling methods fail to take full advantage of electronic commerce. In particular, known systems either require a great deal of intervention by personnel or require tedious entry of information. Further, known methods do not address the complex needs and commercial realities of purchasers of bulk items for industrial or other uses, such as chemicals.
  • the invention relates to a method for creating issues related to purchased items in an on-line system, comprising the steps of storing, on a computer system, purchase records including information relating to orders purchased by purchasers, creating an issue by communicating issue creation information suitable for identifying an order to which an issue is related to the computer system over a computer network, retrieving information related to the order identified by the issue creation information, assigning a unique issue identifier to the issue, creating an issue record based on the issue creation information and the information related to the order identified by the issue creation information step, and storing the issue record on the computer system in association with the unique identifier.
  • Fig. 1 is a block diagram of a computer architecture of the preferred embodiment
  • Fig. 2 is a flow chart of the purchasing procedure of the preferred embodiment
  • Fig. 3 is a flowchart of the issue creation procedure of the preferred embodiment
  • Fig. 4 is a flowchart of the issue handling procedure of the preferred embodiment
  • Fig. 5 is a form indicating information fields to be included in an issue record of the preferred embodiment.
  • Fig. 6 illustrates the issue tracking display of the preferred embodiment.
  • a computer architecture 10 of the preferred embodiment is illustrated in FIG. 1.
  • a conventional client computer system 12, executing a client browser application that supports the HTTP protocol, is connected typically through an Internet Service Provider (ISP) to the Internet 14.
  • ISP Internet Service Provider
  • a server computer system 16 is also coupled, typically through an Internet Service Provider, to the Internet 14.
  • the server computer system 16, controlled by a local console 18, executes a Web server application, known as an HTTP server, stored in a memory device 20.
  • the server computer system 16 preferably has at least one, though typically many, Web pages stored in the memory device 20 as files in HTML format and/or other formats.
  • a plurality of issue records 22 can be stored in memory device 20. The issue records 22 are described below.
  • the client computer system 12 requests a display of a Web page stored on the server computer system 18 by issuing a URL request through the Intemet 14 to the server computer system 16.
  • a URL consistent with the present invention may be a simple URL of the form:
  • a "protocol identifier" of "http" specifies the conventional hyper-text transfer protocol.
  • a URL request for a secure Internet transaction typically utilizes the secure protocol identifier "https,” assuming that the client browser application and Web server application are presumed to support and implement the secure sockets layer.
  • the "server path” is typically of the form “prefix.domain,” where the prefix is typically "www” to designate a Web server and the "domain” is the standard Internet sub-domain. top-level-domain of the server computer system 16.
  • the optional "web page path” is provided to specifically identify a particular hyper-text page maintained by the Web server.
  • the server computer system 16 In response to a received URL identifying an existing Web page, the server computer system 16 returns the Web page, subject to the HTTP protocol, to the client computer system 12 for display on client computer system 12.
  • This Web page typically incorporates both textural and graphical information including embedded hyper-text links that permit the user of client computer system 12 to readily select a next URL or send other data over the Internet 14.
  • the URL issued from the client computer system 12 may also be of a complex form that identifies a common gateway interface (CGI) program on the server computer system 16.
  • CGI common gateway interface
  • a hyper-text link of this form directs the execution of the logon.cgi program on an HTTP, such as the server computer system 16 server in response to a client side selection of a hyperlink.
  • a logon form supported by a logon CGI program is typically used to obtain a client user login name and password, or other identification data, to initiate an authenticated session between the client computer system 12 and the server computer system 16 for purposes of supporting, for example, a purchase transaction.
  • Fig. 2 is a flow chart of a method for processing an order for an item over a network, for example the Intemet using the protocols discussed above.
  • This method can be implemented by a software program, such as a Web server application, resident in one or more servers (such as the server computer system 16) associated with a supplier.
  • servers such as the server computer system 16
  • the client computer system 12 is associated with the purchaser and the server computer system 16 is associated with the supplier.
  • the party purchasing items is not necessarily the same party as the end user of the items. Accordingly, the term "purchaser" as used herein, refers to the party requesting and/or directing a purchase of items.
  • end user refers to the party who will use the item or a product made from the item.
  • the end user and the purchaser can, but need not be, the same. All communication of the preferred embodiment is conducted over the Internet 14 using standard interfaces and protocols.
  • client computer systems 12 there can be plural client computer systems 12 and plural server computer systems 16.
  • the server computer system 16 and/or the client computer system 12 can be constituted of plural computers coupled to one another over the Intemet 14 or any other communications channel
  • the preferred embodiment assumes the use of a so-called "shopping cart” purchase model, in which a user can select any number of desired items, which are then separately stored as a list (or "cart") of desired items. When the purchaser is ready to complete the transaction, the list is recalled and the purchaser can then proceed to purchase the items. It will of course be appreciated that other purchasing models may be used.
  • step 200 the purchaser accesses an order entry Web page stored on the server computer 16 via the Intemet 14 as a network by issuing a URL from the client computer system 12.
  • step 202 the identity of the purchaser is determined (from, e.g., the purchaser's login information, (a user name and ID, for example) a previously-established cookie, or other identification information transmitted over Internet 14).
  • step 204 it is determined whether the purchaser has any orders currently awaiting processing (e.g., in a "shopping cart" or list of desired items which the purchaser has not yet purchased). If it is determined that the purchaser does have orders awaiting processing, the method proceeds to step 236 described below.
  • step 204 If it is determined in step 204 that the purchaser does not have any orders awaiting processing, the method continues to step 206, where the server computer system 16 causes an entry order page to be displayed to the purchaser on the client computer system 12.
  • the entry order page presents the purchaser using client computer system 12 with the option of using a previously entered order template, in which one or more portions of an order entry form are automatically supplied with previously entered data.
  • step 208 if the purchaser selects the order template option, the method proceeds to step 209 described below. If, on the other hand, the purchaser does not select the order template option, the method proceeds to step 210, where the purchaser enters purchase information, i.e. information designating items to be purchased through the client computer system 12, and the server computer systems 16 of the supplier receives this purchase information.
  • step 212 the purchase indicates that they have finished entering the purchase information. If the use of an order template was selected in step 208, then in step 209 the server computer system 16 causes purchase information to be populated from the template in a known manner, and in step 211 the purchaser is allowed to modify the purchase information populated from the template and to enter additional information such as a requested delivery date.
  • step 214 the server computer system 16 determines if all required fields (that is, all information required to process the order) have been entered. If required information is missing, the customer is informed (e.g., by flagging the fields that require information) in step 215, and the method returns to step 212. If there is no required information missing, the method continues to step 216, where the server computer system 16 examines an inventory database to determine whether the ordered item(s) are presently in inventory, and determines an estimated delivery date for the ordered item(s). In step 218, a list of potential delivery dates or times is determined for the ordered item(s).
  • step 220 the server computer system 16 determines whether an off list price (OLP), or other discounted price, is available for one or more of the ordered item(s) based on a pricing schedule for an end user.
  • End user pricing schedules having negotiated pricing for the end user and information identifying the end user can be stored in server computer system 16. If an end user price schedule exists for any of the items the method continues to step 221 where the purchaser is requested to identify the end user of the item on whose behalf the purchaser is purchasing the product.
  • step 223 whether or not the purchaser can identify an end user for which the product or item is intended determines whether an end user pricing schedule will be applied.
  • the end user information in the stored end user pricing schedules is compared to the code or other end user identifying data entered in step 221.
  • the appropriated end user pricing schedule is selected. If a specific end user is identified, the process continues to determine a price based on the end user pricing schedule as will be described in more detail below. If the purchaser is not ordering the item(s) on behalf of an authorized end user, i.e. an end user is not identified the method continues to step 222, where it is determined whether a purchaser pricing schedule, i.e. a price list of prenegotiated prices for the purchaser, independent of the end user, exists for one or more of the ordered item(s). In particular, the purchaser identification information entered in step 202 is compared with purchaser pricing schedules stored in server computer system 16. If there is a match, the purchaser pricing schedule is selected and used for pricing.
  • a purchaser pricing schedule i.e. a price list of prenegotiated prices for the purchaser, independent of the end user
  • step 230 a unit price and price breakdown are determined based on the selected purchaser pricing schedule.
  • step 224 it is determined whether a list price exists for the items. If a list price exists, it is determined whether that list price is a default value (in this example $99.99) in step 226. If a list price is found not to exist in step 224, or if the list price is found to be a default value, step 228 will cause the purchaser to be informed that there is no price found for the product, and the process will end. If a list price is found to exist, and the list price is not a default value, or if the purchaser is purchasing product on behalf of another end user having an end user pricing schedule
  • step 223 the process continues to step 230, where a unit price and price bracket are determined based on either the list price, the purchaser pricing schedule, or the end user pricing schedule.
  • Steps 220 through 230 can be accomplished individually for each item or type of item because certain items may be appropriately priced by an end user pricing schedule, while others may be appropriately priced by using a purchaser pricing schedule or list price.
  • step 232 the purchaser is presented with an order verification
  • the server computer system 16 receives the purchaser's indication to add the order to a shopping cart (e.g., a stored record of purchases).
  • the server computer system 16 causes a shopping cart page (e.g., a list of all desired purchases) to be displayed to the purchaser, with an option for the purchaser to purchase all items listed on the page.
  • the purchaser selects the shopping cart, in step 240, the pricing determined in steps 220 through 230 for each item can be displayed and the inventory availability, and delivery date can be calculated.
  • the purchaser is presented with an order summary.
  • step 244 it is determined whether an order confirmation number is available for the purchaser's order. If such a number is available, it is provided to the purchaser in step 246 (e.g., by automatically causing an electronic mail message to be sent), and if such a number is not available for any reasons, the order exceptions are resolved in step 245 and the number is provided to the customer at a later time.
  • the order number can be used to create an issue record at a later time as described below.
  • Fig. 3 illustrates the procedure for creating an issue, such as a request to return or exchange items.
  • issue refers to any request by a customer (e.g. purchaser or end user) for resolution of a problem with items or a problem related to the items, such as delivery.
  • the procedure is initiated by a customer using the client computer system 12 interacting with the server computer system 16.
  • the client computer system 12 need not be the same client computer system from which the purchasing procedure described above was accomplished.
  • the customer can be the purchaser, the end user, or any other interested and authorized party.
  • step 300 When a customer has a problem with the items or related to the items, the customer accesses an issue creation Web page by selecting a button or menu choice displayed on the client computer system 12 in step 300.
  • step 302 it is determined if the customer is logged in to the purchasing system. As will become apparent below, it is desirable that the customer be an identified pre registered customer to facilitate issue record creation and issue tracking. If the customer is not logged in, the server computer system 16 causes a login screen to be displayed on the client computer system 12 and the customer is prompted to enter login information, a user name and user ID for example, or any other identification information in step 304. Once the customer is logged in, the customer is prompted to enter issue creation information in step 306.
  • the issue creation information can include any information necessary for identifying the issue, as described below.
  • the issue creation information can include the customer purchase order number for the items to which the issue relates, the vendor order number for the items to which the issued relates, a lot number for a particular item, and any other descriptive information.
  • the server computer system 16 confirms the issue information by comparing the information to stored order records. If the information is not confirmed, for example if the entered order number does not correspond to a vendor order record, incorrect or incomplete information is flagged and displayed to the customer on the client computer system 12 in step 310 and the procedure returns to step 306 for correction of the information.
  • the client computer system 16 retrieves detailed information, as described below, relating to the issue creation information entered in step 306. For example, based on the issue creation information, such as a vendor order number, the server computer system 16 can retrieve detailed information relating to the "order such as purchaser and or end user information, product specificities and quantities, and the like from order records. Since the customer has been identified through registration and login, and the issue creation information specifies an order, or a particular item (through a batch number) the detailed information can readily be retrieved from order records. This makes the creation of an issue record much less tedious. The detailed information can be displayed to the customer and confirmed by the customer prior to continuing the procedure.
  • the issue creation information such as a vendor order number
  • a unique issue tracking ID such as a number
  • the issue tracking number can be used in the future to ascertain the status of the issue as described below.
  • the issue information and detailed information are saved as an issue record 22 in the memory device 20 of the server computer system 16.
  • Issue records can be saved as records in a database, as individual files, or in any other form or format.
  • the customer is notified of the issue tracking number, instructions, and any other relevant information, such as when a response from the vendor can be expected.
  • Fig. 4 illustrates the procedure for handling and resolving issues.
  • the procedure of Fig. 4 is accomplished by personnel authorized by the vendor, for example an employee of the vendor.
  • the authorized personnel can be operating console 18 of vendor computer system 16 or any other computer system coupled to vendor computer system 18.
  • the authorized personnel selects an issue display in step 400 to display a screen such as that illustrated in Fig. 6.
  • step 302 it is determined if the personnel is logged in to the purchasing system. If the authorized personnel is determined to be not logged in, the server computer system 16 causes a login screen to be displayed on the console 18 and the personnel is prompted to enter login information, a user name and user ED for example, or any other identification information to verify the identity of the personnel in step 404.
  • step 406 a query or search criteria for issues is entered.
  • issues can be selected by date range (date of initiation or creation of the record) by entering dates in fields 500 and 502 of Fig. 6.
  • date range date of initiation or creation of the record
  • dates dates in fields 500 and 502 of Fig. 6.
  • a summary of issues in this date range will be displayed in field 504 including information permitting the personnel to ascertain which issue is to be viewed in detail and acted upon.
  • step 408 the desired issue is selected from field 504 and in step 410 the details of the issue are displayed. For example, the information fields illustrated in Fig. 5 and described in detail below can be displayed.
  • step 412 the personnel ascertains whether the issue has been resolved by examining the contents of "status" field 620 and "close date” field 622 of Fig. 5. If the issue is not resolved, the procedure continues to step 414 in which the personnel takes any necessary action and/or updates the issue status. For example, the personnel may contact the customer for more information and may indicate as such in the status field 620.
  • the issue record 22 stored in storage device 20 is updated to reflect the updated status of the issue.
  • step 418 the customer is notified of the updated status or resolution of the issue. Notification can be accomplished through any communication channel, such as email. The notification can be automatic and can include a short description indicating that the issue status has been updated followed by a copy of information in the status field 620.
  • Fig. 6 illustrates fields of an issue record 22 of the preferred embodiment.
  • the customer can enter information corresponding to any one of fields 602, 604 or 606, i.e. the customer order number ,the vendor order number, or a lot number as issue creation information in step 306 discussed above.
  • Information corresponding to fields 608, and 610 i.e., the material and the grade-color
  • the customer can be presented with a list of the items in the order to select the information for fields 608, and 610.
  • Information relating to the particular product selected will be separated from other order information for use in the issue record 22.
  • Problem information can be entered in the fields, check boxes and radio-style buttons indicated at 612 and process details can be entered into the fields, check boxes, and radio style buttons indicated at 616 to better describe the issue.
  • the problem information and process information can be entered in step 306 with the issue creation information or immediately after step 312 above. Customer information will be automatically filled into the fields indicated at 614 in step 312. Note that the information indicated in Fig. 5 is merely exemplary and may or may not be required to create an issue record or to resolve an issue.
  • the issue screen presented to customers will only include issues relating to that customer. It can be seen that the invention eliminates the need for personnel to participate in the issue creation procedure and minimizes the burden on the customer.
  • Authorized personnel can query and view issues by issue status (e.g. new, processed, in progress, etc%), by date submitted by customer, by date acted upon, or in any other manner. All issue data can be easily viewed to facilitate resolution of the issue. Information fields can be added to facilitate searching by any desired parameters.
  • the invention can be applied to any type of purchasing system for any type of item such as goods or services. While the invention has been described in connection with on-line purchases, the invention can be applied to goods or services purchased in any manner.
  • the network of the invention can be the Intemet or any other communication channel permitting the appropriate data to be communicated between computers.
  • the network can be a local area network (such as network) a wide area network (such as an intranet), a direct computer to computer coupling over phone lines, or the like.
  • the issue records can contain any desired information in any fields.
  • Known communication protocols and operator interfaces can be implemented to achieve the disclosed functionality.

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  • Business, Economics & Management (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Development Economics (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Strategic Management (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

L'invention concerne un procédé et un appareil pour créer et suivre en ligne les questions litigieuses. Les questions litigieuses relatives à des articles achetés sont soumises par le client par l'entrée d'informations relatives à la question, sur un réseau informatique (14). Un système informatique serveur (16) identifie la commande à laquelle la question se rapporte et extrait les informations de commande relatives à la question. Les informations de commande et les informations sur la question litigieuse sont mémorisées sous la forme d'un article sur la question (22), conjointement avec un identifiant particulier permettant le suivi. Ainsi, l'article sur la question (22) peut être créé sans interaction nécessaire avec le personnel de vente. Un vendeur et le client peuvent interroger et voir les articles sur la question (22) de différentes manières, de sorte que le suivi et la résolution des questions soient assurés.
PCT/US2000/033734 1999-12-30 2000-12-13 Procede et appareil de suivi en ligne de questions litigieuses pour systeme d'achat WO2001050375A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU22602/01A AU2260201A (en) 1999-12-30 2000-12-13 On-line issue tracking method and apparatus for a purchasing system

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US17371699P 1999-12-30 1999-12-30
US60/173,716 1999-12-30
US49803600A 2000-02-04 2000-02-04
US09/498,036 2000-02-04

Publications (1)

Publication Number Publication Date
WO2001050375A1 true WO2001050375A1 (fr) 2001-07-12

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AU (1) AU2260201A (fr)
WO (1) WO2001050375A1 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10839301B1 (en) 2015-10-27 2020-11-17 Wells Fargo Bank, N.A. Generation of intelligent indicators from disparate systems

Citations (2)

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Publication number Priority date Publication date Assignee Title
WO1999021610A1 (fr) * 1997-10-29 1999-05-06 Vance Finch Systeme de suivi d'equipements
WO1999033016A1 (fr) * 1997-12-22 1999-07-01 Charles Wong Commerce electronique et transactions automatiques integres

Patent Citations (2)

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Publication number Priority date Publication date Assignee Title
WO1999021610A1 (fr) * 1997-10-29 1999-05-06 Vance Finch Systeme de suivi d'equipements
WO1999033016A1 (fr) * 1997-12-22 1999-07-01 Charles Wong Commerce electronique et transactions automatiques integres

Non-Patent Citations (1)

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Title
SANDUS J: "EC/EDI integration fuels Uniflame's rapid growth", THE JOURNAL OF ELECTRONIC COMMERCE, vol. 11, no. 4, 1998, pages 40 - 44, XP000926245 *

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10839301B1 (en) 2015-10-27 2020-11-17 Wells Fargo Bank, N.A. Generation of intelligent indicators from disparate systems
US12013839B1 (en) 2015-10-27 2024-06-18 Wells Fargo Bank, N.A. Generation of intelligent indicators from disparate systems

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