【摘要】 加强维修服务过程中管理和控制的主动性,持续改进服务过程,是提高维修服务管理水平的重要环节。解决这一问题的关键是提高服务过程中异常事件的预测和分析能力。据此,提出了一种基于数据挖掘技术的服务过程异常事件分析和预测方法,并利用某柴油机厂的维修服务记录进行了方法验证,取得了较好的效果。这种方法为加强服务过程中管理和控制的主动性提供了一个新的思路。更多还原

【Abstract】 It is important to increase initiatives of management and control in maintenance service and to continuously improve service process in improving maintenance service management.Priority in solving these problems is to improve capability of analyzing and predicting exceptional events during service process.Therefore,based on data mining technique,a method to analyze and predict the exceptional events of the maintenance service process was proposed.This method was validated by the maintenance service records of a diesel engine factory,and it provided a new solution to build up initiatives of management and control during the maintenance service process.更多还原