Joel A Garcia

US Patent:

20030065967, Apr 3, 2003

Filed:

Sep 29, 2001

Appl. No.:

09/967874

Inventors:

Joel Garcia - San Diego CA, US
Craig Arnush - San Diego CA, US
Balan Tholandi - San Diego CA, US
Jeff Mazon - San Diego CA, US
Luc Tran - San Diego CA, US
J. Celi - San Diego CA, US

International Classification:

H02H003/05

US Classification:

714/001000

Abstract:

A system for using a troubleshooting engine to assemble an interactive multimedia repair guide for assisting a service technician in the repair of a defective product, and a mehof of using the same. The system includes a dynamic knowledge database for storing product history records relating to defects reported concerning the product. The database also contains design information related to the product for correlation with the defect reports and use in analyzing future reported defects. The integrated quality management system also includes a product performance counter (PPC) analysis module that receives PPC data from an individual product, generates a PPC profile based on the received data, and compares the profile to stored design and historical PPC profiles to produce a weighted prediction report of likely defects. This report is transmitted to the troubleshooting engine, which directs a multimedia application to transmit diagnosis and repair instructions to a service center technician.