摘要
为解决传统售后维修服务管理中存在的诸多问题,结合工作流技术和数据挖掘技术,提出了面向客户服务的设备维修管理系统。分析了系统的功能模型和体系结构,具体描述了采用数据挖掘技术进行设备维修服务预测与预警的算法,以及基于工作流技术的设备维修管理系统的开发和实施流程,研究了维修服务流程的建模,以及该系统与企业现有系统的信息交互模型和集成所需的技术和方法。最后,结合纺织机械行业为客户提供维修服务的实践,开发了实际的应用系统,并取得了良好的应用效果。
To deal with problems in traditional after-sale maintenance service management, the equipment maintenance management system oriented to customer service was presented by using workflow management and data mining technology,. The functional model of the system and the architecture based on J2EE application server were analyzed. Algorithm to implement the forecast and warning for the equipment maintenance service, the development and implementation process of the equipment maintenance management system based on workflow technology were described in detail. Modeling of the maintenance service workflow, and the information exchange model of the system with other application systems and the integration technology and methods were described. Finally, a case of providing maintenance service for customer in textile machine industry was provided to illustrate the application prospect of the proposed system.
出处
《计算机集成制造系统》
EI
CSCD
北大核心
2007年第7期1437-1443,共7页
Computer Integrated Manufacturing Systems
基金
国家863/CIMS主题资助项目(2005AA411910)
国家自然科学基金资助项目(70501026)。~~
关键词
客户设备维修服务
工作流管理技术
数据挖掘
企业应用集成
customer equipment maintenance service
workflow management technology
data mining
enterprise application integration
作者简介
暴志刚（1978-），男，河南濮阳人，浙江大学现代制造工程研究所博士研究生，主要从事客户关系管理、商业智能、组件技术等的研究。E—mail：bzg37@sohu．com。
