Note : Les descriptions sont présentées dans la langue officielle dans laquelle elles ont été soumises.
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USER INTERFACE ADAPTED FOR PERFORMING A REMOTE
INSPECTION OF A FACILITY
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This is the first application filed for the present
invention.
TECHNICAL FIELD
[0002]This invention relates to the field of user
interfaces. More precisely, this invention pertains to a
user interface adapted for performing an assessment of a
service being provided at a remote facility.
BACKGROUND OF THE INVENTION
[0003]US patent N°5,553,609, entitled "Intelligent remote
visual monitoring system for health care service", relates
to a method for performing a monitoring of a plurality of
patients. The system comprises a supervisory control center
having access to patient and health care professional
databases for assigning patients to appropriate health care
professionals and for performing task planning. A number of
master monitoring computers are linked to the control
center and are accessible by a corresponding number of
health care professionals. A slave monitoring computer is
located within the homes of a plurality of patients.
[0004]Unfortunately, such system does not enable an operator
to perform an efficient evaluation of the quality of
performance of a service.
[0005]International Patent Application WO 02101503, entitled
"Caching graphical interface for displaying video and
ancillary data from a saved video", discloses a method for
obtaining a selectable image from a stored image database.
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Unfortunately such reference does not provide a tool for
performing an evaluation of a service.
[0006] There is a need for a method that will overcome at
least one of the above-identified drawbacks.
SUN~IARY OF THE INVENTION
[0007] According to an aspect of the invention, there is
provided a method for performing an evaluation of the
quality of performance of a service involving a person at a
remote facility, the method comprising providing a user
interface, viewing, on the user interface, a moving video
representative of a station showing the person and using a
tool displayed on the user interface, the tool for
collecting data regarding the quality of performance of a
service in accordance with the video.
[0008] In this specification, the term ":station" is intended
to mean "a physical location and point of view of interest
in the remote premise comprising at least one human
provider of the service in question".
[0009)Furthermore, the term "survey" is intended to mean a
tool for structuring the gathering of specific information
about performance of a service at a set of similar remote
locations. Each survey is a unique pre-defined combination
of a) stations to be observed at the remote location, b)
information to be gathered at each station, and c)
techniques to be used to facilitate the gathering of
information at each station. A user may develop multiple
surveys to address different assessment objectives. A
single location may be used observed at different times
using multiple surveys.
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(0010]The term "tour" is intended to mean an instance of a
survey executed at one or more stations.
BRIEF DESCRIPTION OF THE DRAHTINGS
[0011] Further features and advantage s of the present
invention will become apparent from the following detailed
description, taken in combination with the appended
drawings, in which:
[0012]Fig. 1 is a block diagram showing an embodiment of the
invention where a remote inspection unit is scheduled by a
remote inspection managing/scheduling unit to perform a
remote inspection of a remote site;
[0013]Fig. 2 is a block diagram showing an embodiment of a
remote inspection unit;
[0014]Fig. 3 is a block diagram showing an embodiment of a
remote site inspection apparatus;
[0015]Fig. 4 is a flowchart showing an embodiment of a
method for performing a remote inspection; a user interface
is provided, a moving video is dish>layed on the user
interface; a tool is used to collect assessment data about
an observed service; and a report is generated and
distributed using the collected data;
[0016] Fig. 5 is a flowchart showing an embodiment of a
method for providing a user interface at the remote
inspection unit;
[0017]Fig. 6 is a flowchart showing an embodiment of a
method for generating a tour;
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(0018] Fig . 7 is a f lowchart showing an embodiment of a
method for providing a list of stations for the site type
and service type to be observed;
[0019] Fig. 8 is a flowchart showing an embodiment of a
method for providing a survey;
[0020]Fig. 9 is a flowchart showing an embodiment of a
method for allocating a tour to at least one operator;
[0021] Fig. 10 is a flowchart showing an embodiment of a
method for displaying a moving video on the user interface
of the remote inspection unit;
[0022]Fig. 11 is a flowchart showing an embodiment of a
method for using a tool to organize and carry out
collection of assessed data about an observed service;
[0023]Fig. 12 is a flowchart showing an embodiment of a
method for generating a report using collected data;
[0024]Fig. 13 is a top plan view of a floor plan showing an
example of a remote site to be inspected; and
(0025]Fig. 14 is a schematic diagram showing an example of a
user interface.
[0026]It will be noted that throughout the appended
drawings, like features are identified by like reference
numerals.
DETAILED DESCRIPTION OF AN EMBODIMENT
[0027]Fig. 1 shows an embodiment of the invention disclosing
how a remote site is inspected.
[0028]In this embodiment, the remote inspection
managing/scheduling unit 16 schedules at least one remote
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inspection unit 14, of a plurahity of remote inspection
units 14 available, to perform a remote inspection of a
remote site using a remote site inspection apparatus 10
using a specified "survey".
[0029]The remote inspection managing/scheduling unit 16 is
connected to the plurality of remote inspection units 14
and to remote site inspection apparatus 10 via a network 12
which is preferably a packet-switched Wide Area Network
(WAN), such as the Internet.
[0030]Alternatively, the network 12 may be any one of a
Metropolitan Area Network (MAN) and a Local Area Network
(LAN). It will be appreciated that the network 12 may be
accessed using dial-up connection, a broadband connection
or the like.
[0031]The skilled addressee will appreciate that each of the
remote inspection managing/scheduling unit 16, the
plurality of remote inspection units 14 and the remote site
inspection apparatus 10 is uniquely identified in the
network 12 using an identifier which is dependent on the
protocol that is used.
[0032] At a predetermined time prior to the scheduled
inspection, the remote inspection managing/scheduling unit
16 provides a signal to a remote inspection unit 14
providing data on site to tour and survey to use. The
signal designates the remote inspection to be performed by
at least one remote inspection unit 14 and further
specifies to that unit a network address of the remote site
as well as a survey to be used during the remote inspection
and a configuration to be used for the remote inspection as
explained below.
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[0033]In one embodiment, the remote inspection assigning
signal is provided via email.
[0034] The remote inspection unit of the plurality of remote
inspection units 14, to which the remote inspection
assigning signal is provided, receives the signal from the
remote inspection managing/scheduling unit providing data
on the site to tour and the survey to use and provides a
signal to the remote site inspection apparatus 10
requesting data signals for performing an inspection of the
remote site. In an embodiment, the signal to the remote
site inspection apparatus 10 requesting data signals for
performing an inspection of the remote site is provided to
the remote site inspection apparatus 10 using email or an
in-advance FTP file transfer.
[0035]Alternatively, a user located at the remote inspection
unit 14 may decide spontaneously to schedule/reschedule an
inspection activity based on touring experience during a
particularly day or set of days. In such case, the user
logs on the remote inspection managing/scheduling unit 16
via the network 12 and then enters or modifies his touring
activity. After logging off, a new signal comprising data
on site to tour and survey to use is sent to the remote
inspection unit 14. Alternatively, an autharized operator
may have an access to the remote inspection unit l4 and may
then be able to spontaneously generate a schedule of
touring activities for himself using a survey format as
well as site equipment configuration information that has
already been provided by the remote inspection
managing/scheduling unit 16 at an earlier time and stored
at the remote inspection unit 14. In such case, a material
change would be preferably communicated back to the remote
inspection managing/scheduling unit 16.
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(0036]Alternatively, no signal is provided to the remote
site inspection apparatus 10 requesting data signals. In
such case, a data signal to transmit is continuously
broadcasted by the remote site inspection apparatus 10.
This data signal could a) be used by the remote site
inspection apparatus 10 to perform its inspection, b) be
stored on a storage medium at the remote site inspection
apparatus for later use in performing its inspection, or c?
be stored on a storage medium located at some other
location connected to a network, from which it could be
used at some later time by the remote inspection unit in
performing its inspection.
(003T] The apparatus 10 for performing an inspection of the
remote site provides a data signal to transmit to the
remote inspection unit of the plurality of remote
inspection units 14 which has initiated the remote
inspection of that site via the network 12. The data signal
to transmit is generated by the remote site inspection
apparatus 10 in response to a prompt or instructions
transmitted to it from time to tame by the remote
inspection unit 14. In one embodiment, the data signal is
encrypted prior its transmission over the network 12.
(0038] The selected remote inspection unit performs the
remote inspection and provides, via the network 12, a
signal to the remote inspection managing/scheduling unit 16
comprising assessment data from each "tour". The signal
comprising assessment data from each "tour" is received by
the remote inspection managing/scheduling unit 16 and may
be used as explained further below.
(0039] Now referring to Fig. 2, there is shown an embodiment
of a remote inspection unit 14.
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[0040]The remote inspection unit 14 comprises a
communication port 20, a processing unit 24, a memory unit
22, and a user interface 32. The user interface 32
comprises a display unit 26, a sound providing unit 28 and
an input/output unit 30.
[0041]The communication port 20 is used in order to provide
a connection to the network 12. The skilled addressee will
appreciate that the communication port 20 is selected in
accordance with the type of network 12 and the processing
unit 24. In an embodiment, the communication port comprises
an xDSL interface. It should be understood that various
types of communication ports may be used.
[0042]The user interface 32 is for providing data to an
operator which will. use it to perform the remote inspection
of at least one station as explained below. The user
interface 32 is further used to collect an input/output
signal provided preferably by the operator either in
response to the data provided to the user interface 32 or
in an effort to modify or control the signal being provided
by the remote inspection apparatus 14.
[0043]More precisely, the user interface 32 comprises a
display unit 26 and a sound providing unit 28 to which the
data is provided. Furthermore, the user interface 32
comprises an input/output unit 30 used for collecting a
feedback from the operator in response to the data provided
as explained further below. In an embodiment, the display
unit 26 comprises a video card and a screen (not shown) for
the displaying of the station under inspection.
[0044] Still in this embodiment, the sound providing unit 28
comprises a sound card and at least one: speaker compatible
therewith.
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[0045]In an embodiment, the input/output unit 30 comprises
at least one of a keyboard and a mouse for advantageously
providing information as explained below. Alternatively, a
touch screen may be used.
[0046]The remote inspection unit 14 further comprises a
memory unit 22 for storing a data signal from the remote
site as well as the results from an executed tour. In an
embodiment, the memory unit 22 comprises a Random Access
Memory (RAM). The skilled addressee should be able to
select a proper type and size for the memory unit 22. The
latter should also appreciate that a hard drive may also be
advantageously used. Alternatively, the data signal from
the remote site as well as the result from a.n executed tour
may be stored centrally in a remote location on the network
12.
[0047]In fact, it should be understood that the remote
inspection unit 14 may be comprised in a computer adapted
to be connected to the network 12 running an operating
system such as Microsoft~TM~ Windows~TM~ . Alternatively, a
custom-build computer designed to collect data and forward
the data with minimum processing may be used.
[0048]More precisely, the communication port 20 receives the
signal from the network 12. This data signal comprises at
least one of the signal from the remote inspection
managing/scheduling unit providing data on the site to tour
and on the survey to use, the data signal from the remote
site inspection apparatus and the data signal from a data
storage unit elsewhere on the network 12 (which had been
previously used to store the data signal from the remote
site) .
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[0049] The communication port 20 provides at least one part
of the data signal to the processing unit 2,4. The at least
one part of the data signal may be stored in the memory
unit 22 for a future use. The data signal comprises a
signal indicative of a video for at least one of the
plurality of stations at the remote site. Moreover, the
data signal may further comprise a signal indicative of a
sound for at least one of the plurality of stations.
Furthermore, and in the case where sensor units are used
for performing the inspection, the data signal may comprise
a signal indicative of data provided by the sensor units.
[0050]The processing unit 24 processes the data signal and
provides a signal for display by the display unit 40 as
well as a sound. signal to be played by the sound signal
providing unit 42. The processing is performed in order to
provide the data to the operator in an advantageous way, as
explained below.
(0051] The operator from time to time provides an
input/output signal via the input/output unit 30. The
input/output signal depends on the data signal discussed
above and on a list of items to be observed, assessed and
commented upon as further explained below.
(0052]The processing unit 24 collects the input/output
signals provided by the input/output unit 30 which
corresponds to all the sequence of views dictated by the
survey. This unique collection of data is collected in a
file at the end of the tour which contains all assessment
input provided by the operator during the tour. After
completion of the tour, the processing unit 24 provides a
signal to send to the communication port 20. The signal to
send is intended to be transmitted to the remote inspection
managing/scheduling unit 16 for data collection storage,
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processing, formatting and reporting for delivery to users
as explained below. The processing unit 24 may also store
at least one part of the signal to send in the memory unit
22 as explained above.
[0053]The communication port 20 receives the signal to send
and transmits a signal to the remote inspection
managing/scheduling unit 16 comprising assessment data from
each tour via the network 12.
[0054] Now referring to Fig. 3, there is shown an embodiment
of the remote site inspection apparatus 10 for performing
an inspection of the remote site.
[0055]In one embodiment, the remote site inspection
apparatus 10 comprises a data collecting unit 46, a
processing unit 42, a communication port 40 and a data
storing unit 44.
[0056]Still in this embodiment, the data collecting unit 46
comprises a plurality of video capturing units 48, a
plurality of audio capturing units 50 and a plurality of
sensor units 52. At this point it should be appreciated
that each of the plurality of video capturing units 48, the
plurality of audio capturing units 50 and the plurality of
sensor units 52 are used to inspect a selected station of
the remote site as explained further below.
(0057]Still in this embodiment, the plurality of video
capturing units 48 comprises digital video acquisition
units.
[0058] The plurality of audio capturing units 50 comprises a
plurality of microphones.
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[0059]The plurality of sensor units 52 comprises at least
one sensor selected from the group consisting of
temperature sensors, pressure sensors, RFID sensors,
proximity sensors, motion sensors, weight sensors, or other
relays which produce signals based on inputs received from
third party computer devices. The skilled addressee should
appreciate that the plurality of sensor units 52 are used
to complete information provided by the plurality of video
capturing units 48.
[0060]Still in this embodiment, the processing unit 42 is
selected from a group consisting of Field Programmable Gate
Area (FPGA), Digital Signal Processor (DSP), dedicated
processor such as those manufactured by Intel tTM) , AMD~TM~ ,
Motorola'Tr'~ or the like. The skilled addressee will further
appreciate that the processing unit 42 is selected
according to various criteria such as the type of data
collecting unit 46, etc.
[0081] The communication part 40 is used to provide a
connection to the network 12. The skilled addressee will
appreciate that the communication port 40 is selected in
accordance With the type of network 12 and the processing
unit 42. The communication port 40 may be selected for
instance from a group consisting of wireless modems
(wherein the wireless connection may be provided using as
cellular, WirelessLAN, PCS or satellite), xDSL modem, PSTN
modem or the like. In an embodiment, the communication port
40 comprises a xDSL modem and similar throughput capable
systems. As explained previously, it should be understood
that various types of communication ports may be used.
[0062)More precisely, the communication port 40 receives,
from the network 12, a signal from the remote inspection
unit requesting data signals and provides a request for
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data signal to the processing 'unit 42. The request for data
signal is indicative of the specified video capturing unit,
the specified audio capturing unit and the specified sensor
unit assigned with the station to be observed at any time.
[0063] The processing unit 42 receives the request for data
signal and collects a captured video signal, provided by at
least one of the plurality of video capturing units 48, a
captured audio signal, if specified, provided by at least
one of the plurality of audio capturing units 50, and a
captured sensor unit signal, if specified, provided by at
least one of the plurality of sensor units 52.
[0064] The processing unit 42 general~es a data signal
comprising the captured video signal, the captured audio
signal and the captured sensor unit signal if required.
[0065]The generated data signal is provided to the
communication port 40 which creates a data signal to
transmit, adapted to be transmitted over the network 12.
[0066]Alternatively, the optional data storing unit 44 may
be provided at the remote site inspection apparatus 10 in
order to store at least one part of the generated data
signal, the captured video signal, the .captured sensor unit
signal and the captured audio signal. In another
embodiment, the optional data storing unit 44 may be
provided at any remote location on the network 12.
[0067]It should also be appreciated that each unit of the
data collecting unit 46 may be located at a remote location
on the network 12.
[0068]The skilled addressee will also appreciate that units
such as a display unit and a user interface unit have not
been shown in Fig. 3 for sake of clarity. Such units may be
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advantageously used at the remote site inspection apparatus
in order to operate the remote site inspection apparatus
10.
[0069]Now referring to Fig. 4, there is shown how a remote
inspection is performed according to an embodiment.
[0070] According to step 60, a user interface is provided to
an operator.
[0071]According to step 62, a moving video is simultaneously
displayed on the user interface together with a tool for
collecting assessment data about an observed service.
[0072]According to step 64, the tool is used to organize and
carry out the collection of assessment data about the
observed service.
[0073]According to step 66, a report is generated using
collected data and is further distributed to a pre-
determined group of users.
[0074] Now referring to Fig. 5, there is shown how the user
interface is provided (step 60?.
[0075]According to step 68 a program of at least one tour is
generated and scheduled. The program of at least one tour
is generated by the remote inspection managing/scheduling
unit 16.
[0076] Referring to Fig. 6, there is shown how the program of
at least one tour is generated and scheduled.
[0077] According to step 76, a list of locations or sites to
be observed including site configuration is provided. In
one embodiment, the list of locations or sites to be
observed including site configuration is provided to the
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remote inspection managing/scheduling unit 16 which then
allocates tours based on an algorithm.
[0078] According to step 78, a list of stations for the site
type and service type to be defined is provided.
[0079] Now referring to Fig. 7, there is shown how the list
of stations for the site type and service type to be
defined is provided. The list of stations to be observed is
preferably provided at one time at the setup of a survey.
[0080]According to step 86, a name is created for a station.
(0081] According to step 88, a selection is performed to
select which of. the data collection devices is to be used.
In one embodiment the selection is performed by the
operator at the remote inspection managing/scheduling unit
16 according to a remote site to inspect. As mentioned
earlier, such step if performed once at setup of the
survey.
[0082]According to step 90, an interface is defined for each
type of data collected. In one embodiment, the interface is
defined by an operator at the remote inspection
managing/scheduling unit 16.
[0083]According to step 92, the collection of such
specification defines a station. It should be appreciated
that a plurality of stations may already be defined and
stored in a memory unit at the remote inspection
managing/scheduling unit 16 or elsewhere.
[0084]According to step 94, a check is performed by the
operator designing the survey in order to find out if all
important stations for the customer are covered (i.e. if
all stations have been defined? for the site in question.
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The check is performed by an operator at the remote
inspection managing/scheduling unit 16.
[0085]Now referring back to Fig. 6 and according to step 80,
a survey that incorporates at least one of the stations
from the sites to be observed is provided.
(0086]Referring to Fig. 8, there is shown how a survey is
provided.
[0087] According to step 96, an issue that will be addressed
during observation of a particular station is defined. It
should be understood that the issue is not limited to a
given type of issue and should not construed to be limited
to a statistical parameter such as a waiting time in a fast
food or a freezer temperature value.
[0088]According to step 98; an evaluation scale (or
methodology) is defined for evaluating the issue. The
evaluation scale may be of any type and depends on the type
of issue .
[0089] In the case where this is appropriate, a Boolean rule
for comparing an assessed value with a predefined value to
define a state is created according to step 100.
[0090]According to step 102, a check is performed in order
to find out if all issues of interest have been defined for
the station in question. Such check is performed by the
designer of a survey by asking a customer if everything is
covered.
[0091] In the case where not all the issues of interest have
been defined for the station in question and according to
step 96, another issue that will be addressed during
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observation of a particular station is defined according to
step 96.
[0092]In the case where all the issues of interest have been
defined for the station in question and according to step
104, a flow and order of issues to be addressed at each
station is defined together with an order for presenting
each station. The flow and order of issues to be addressed
at each station is defined by an operator of the remote
inspection managing/scheduling unit 16 at a one time
upfront activity.
[0093] According to step 106, a time budget is defined fox
the execution of a survey by an observer. It should be
understood a parameter may advantageously be defined for
the execution of a survey in order to provide an efficient
cost control of the remote inspection.
[0094]Now referring back to Fig. 5 and according to step 70,
the at least one tour is allocated to an operator. It will
be appreciated that the allocation of at least one tour to
an. operator may be performed according to various criteria
such as at least one of a frequency-based criterion, a
resource availability-based criterion and a resource cost-
based criterion.
[0095] Now referring to Fig. 9, there is shown how the at
least one tour is allocated to an operator 70.
[0096] According to step 108, the scheduled program of at
least one tour is provided.
[0097)According to step 110, a list of available operators
is provided together with a lis t of corresponding
properties. In a first embodiment, the last of available
operators is provided from a remote location on a network
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12 while in a second embodiment the list of available
operators is provided at the remote inspection
managing/scheduling unit 16. A corresponding property may
be an availability, a cost, etc.
[0098] According to step 112, a tour is allocated to an
operator depending on at least one criteria. In one
embodiment, the tour is allocated by an operator at the
remote inspection/managing scheduling unit 16 while in
another embodiment, the tour is allocated automatically at
the remote inspection/managing scheduling unit 16. The
allocation may be performed based on various criteria such
as time-based criteria, resource cost-based criteria or the
like.
[0099]Now referring back to Fig. 5 and according to step 72,
the allocated tour is transmitted to an operator at a
remote inspection unit 14. As explained above, the
allocated tour is preferably transmitted using email.
[0100]According to step 74, a user interface is generated
using the transmitted information. The user interface is
generated using the display unit 26 of the remote
inspection unit 14.
(0101] Now referring to Fig. 10, there is shown how a moving
video is displayed on the user interface.
(0102]According to step 114, data is collected either live
from the remote site or from a data storing unit (either
located at the remote site or at some other remote location
on the network) in response to prompts from the remote
inspection unit 14.
[0103]According to step 116, the data is transmitted over
the network 12.
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(0104]According to step 118, the data is provided to the
remote inspection unit 14.
[0105]According to step 120, at least one part of the data
is displayed on the user interface of the remote inspection
unit 14.
[0106]Now referring to Fig. 11, there is shown how a tool is
used to organize and carry out the collection of assessment
data about the observed service.
[0107~According to step 122, a given station is selected.
The given station is preferably selected by the operator of
the remote inspection unit 14. In one embodiment, however,
the order of stations to be visited during a survey is
dictated by the survey structure.
[0108]According to step 124, a corresponding part of the
survey is completed. It should be appreciated that while
the corresponding part of the survey may be completed by
the operator, a part of the survey may be completed
automatically using data contained in the data signal
received from the remote site inspection apparatus 10, or
using the Boolean rule for comparing an assessed value with
at least one of a predefined value to determine a state as
described above.
[0109] According to step 126, a check is performed to find
out if all items for the selected station have been filed
out. In one embodiment, the check is performed by the
operator of the remote inspection unit 14 while in another
embodiment, the check is performed automatically depending
on the amount of items that have been filled out.
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[0110] In the case where not all the items for the selected
station have been filed out and according to step 124, a
corresponding part of the survey has still to be completed.
[0111] In the case where all the items for the selected
station have been filed out and according to step 127, a
move to next station is performed.
(0112jAccording to step 129, a check is performed in order
to find out if all stations have been completed. In one
embodiment, the check is performed by the operator of the
remote inspection unit 14 while in another embodiment, the
check is performed automatically depending on the amount of
items that have been filled out.
[0113jIn the case where all stations have been completed and
according to step 128, a check is performed in order to
find out if all data concerning each station has been
collected. In one embodiment, the check is performed by the
operator of the remote inspection unit 14 while in another
embodiment, the check is performed automatically.
[0114jIn the case where not all data concerning each station
has been collected and according to step 122, a given
station is selected.
[0115jIn the case where all data concerning each station has
been collected and according to step 130, the data is
transmitted to a repository. The repository may be. the
memory unit 22 or any type of memory unit located outside
the remote inspection unit 14 for the purposes of efficient
storage and/or reporting.
(0116jAccording to step 132, the transmitted data is
analyzed. It will be appreciated that while preferably the
transmitted data is analyzed by the remot a inspection
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managing/scheduling unit 16, the transmitted data may be
analyzed at any other location on the network 12.
(0117]According to step 133, reports are populated and
distributed to a list of recipients.
(0118] Now referring to Fig. 12, there is shown how a report
is generated. It will be appreciated that the transmitted
data is analyzed in order to provide a report which will be
indicative of the result of the assessment of the service
provided at the remote facility.
(0119]According to step 134, the transmitted data is
compared to an existing reference or a set standard. Such
comparing permits the determination of the state of an
observed activity, person, object or station. It should be
appreciated by the skilled addressee that a past
transmitted data as well as a past report may be used as a
reference for generating a present report.
(0120]According to step 136, at least one issue (of
interest) ~ is identified. The skil:Led addressee will
appreciate that an issue is situation-specific and may
depend on various parameters which will not be discussed
here for clarity sake.
(0121]According to step 138, the identified at least one
issue is reported. It should be understood that the issue
may be reported to at least one third party using various
means such as files, faxes, emails, paper reports, etc. It
should be appreciated that, in one embodiment, the at least
one third party may have access to the at least one part of
the data signal transmitted to the remote inspection unit
14 in order to have an evidence of an element located in
the report. It will be further appreciated that based on
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data reported and the at least one iasue identified, at
least one pre-specified report format may be selected and
the selected report may be populated with relevant data.
Furthermore it should be appreciated that the at least one
person to whom reports) are to be sent may be selected
based on data reported and on the at least one issue
identified.
[0122]Now referring to Fig. 13, there is shown a top plan
view of a floor plan showing an example o~ a remote site
142 in which an inspection is performed.
[0123]Each station is monitored using at least one of a
video capturing unit 148 and a sensor unit 146. Each video
capturing unit 148 is used to monitor at least one
individual 144.
[0124]In the embodiment disclosed, the remote site 142
comprises four stations.
[0125]It will be appreciated that the remote site 142 may be
at location comprising a plurality of customers 144 such as
a fast food restaurant or the like. In such case, the items
to check may comprise at least one of an employee behavior,
quality of delivered customer service, quality of food
preparation, cleanliness of various areas, etc.
[0126]It will be appreciated that a remote inspection may be
attended or unattended. An unattended tour enables a single
operator to observe the same kind of work activities at
multiple locations by using a time shift mechanism.
[0127] Now referring to Fig. 14, there is shown a screenshot
of an example of the user interface displayed by the
display unit 26. The user interface comprises a video
window 164 for displaying a -video signal, a tool for
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collecting data indicative of a service 168, at least one
timer 162, a station selection unit 184 and a plurality of
navigation buttons 152.
(0128 The tool for collecting data indicative of a service
168 displays a list of at least one element 174. Each of
the elements 174 comprises at least an item to check 170
and a corresponding result 172.
[0129~The operator watches a video displayed in the video
window 102 and looks for the at least one item to check
170. In accordance with the display in the video window
164, an operator's assessment is entered for each of the
items to check. The operator's assessment rnay be provided
in a binary format (i.e. yes or no); alternatively, the
result may be entered by selecting an item in a scale rated
(e.g. from excellent to very poor; alternatively a
numerical value (such as a count or a timer) may be
entered. In one embodiment, results are entered by the
operator. Alternatively, results could be generated
automatically according to a) specific electronic data
received from the remote sensors, b) one or more timers
activated by the operator in response to activity observed
in the video, c) a Boolean rule for comparing an assessed
value with at least one of a predefined value to determine
a state of at least one of an observed activity, or d) at
least one specific detection algorithm, such algorithm
based on various principles such as machine vision,
statistical analysis of data, etc. It will be also
appreciated that the list of items to check may be modified
dynamically according to previous entries provided by the
operator. Such modifications may comprise, among others,
a) "default answers" which do not require the operator to
enter an assessment unless his assessment is different than
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the default answer, b? "pop-up boxes" which are presented
to the operator in the event of certain pre-specified
responses in order to prompt that operator to expand on his
response in specific ways (and with that additional
response being able to be treated as a separate piece of
data that can be reported upon individually, and
c)_"bypassable sections" which include a series of
additional questions that are held in reserve and only
presented to the operator in the event that certain
conditions pertain during a tour, otherwise they are
"bypassed". The skilled addressee will appreciate that such
a list is preferably provided in a tree-structured manner
in order to enable the provision of situation-specific
questions. It will be further appreciated that the user
interface may also provide tools to enable the operator to
rapidly request the display of detailed information related
to the work or service policies that pertain at the site
under observation in order to facilitate the completion of
an assessment 172 of an item to check 170. It should also
be appreciated that the user interface may also enable the
operator to utilize "bookmarks" to identify during the
viewing of live video a specific segment of the video (by
its time stamp? which contains material which requires
greater attention at a later time, particularly when a live
video feed has been terminated and the operator can pause
and rewind the video in order to more closely observe
activity in order to make a more subtle assessment. Each
"bookmark" maintains an association between a station
inspection criteria, whatever observed data result is
entered by the inspector at the time of establishing the
bookmark, comments appended to the result, and a link to
the specific segment of recorded audio and video.
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[0130]The station selection unit 184 is adapted for
selecting one of a plurality of stations available. In the
example disclosed in Fig. 9, the station selection unit 184
comprises a button 176 for selecting "station 1", a button
178 for selecting "station 2", a button 180 for selecting
"station 3", and a button 182 for selecting "station 4".
[0131] The timer 162 is adapted for providing a temporal
indication of the elapsed time associated with events
observed in a video for each of the selected stations,
often where the assessment to be made involves time/motion
attributes of the service performance. It will be
appreciated that the user interface may provide for more
than one timer 162 to run simultaneously to enable the
operator to generate the elapsed time associated with
several concurrent observed activities which take place
either within a single station (eg. multiple customers at
different stages of being served at the front counter) , or
while an operator switches from one given station to
another given station (eg. the operator is measuring the
elapsed time associated with a longer operation at one
station while simultaneously measuring the elapsed time
associated with several short operations at a different
station. The skilled addressee will appreciate that it is
therefore possible to observe and assess more than one
station in parallel or more than one person in each station
simultaneously.
[0132,] The plurality of navigation buttons 152 is adapted for
enabling the operator to navigate through a video. In the
embodiment disclosed in Fig. .14, the plurality of
navigation buttons 152 comprises a "play" button 156, a
"pause" button 157, a "rewind" button 158 and a
"fastforward" button 160. The skilled addressee will
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appreciate that the embodiment disclosed in Fig. 14 is
exemplary only and that buttons may be added or subtracted.
For instance, it may be possible to select between a live
video source or a stored video source.
[0133]The skilled addressee will appreciate that in another
embodiment, the input/output unit 30 may be used to control
remotely at least one video capturing unit 48 in order to
capture a specific view in the case where the video
capturing unit 48 comprises a pan-tilt-zoom control (PTZ?.
[0134] The user interface may further comprise a tool for
enabling at least one of storage, manipulation,
distribution, management, deletion and. transmission of at
least one part of the data related to the inspection when
the data is sent to the central repository.
[0135]While illustrated in the block diagrams as groups of
discrete components communicating with each other via
distinct data signal connections, it will be understood by
those skilled in the art that the embodiments herein are
provided by a combination of hardware and software
components, with some components being implemented by a
given function or operation of a hardware or software
system, and many of the data paths illustrated being
implemented by data communication within a computer
application or operating system. The structure illustrated
is thus provided for efficiency of teaching the present
preferred embodiment.
[0136] It should be noted that the present invention can be
carried out as a method, can .be embodied in a system, a
computer readable medium or an electrical or electro-
magnetical signal.
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[0137 The embodiment (s) of the invention described above is
(are) intended to be exemplary only. The scope of the
invention is therefore intended to be limited solely by the
scope of the appended claims.
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