文本分析法在家电售后可靠性分析中的应用
The application of text analysis methods on household appliance after-sale reliability analysis
吕舒琦 1王国导 1王峰1
作者信息
- 1. 安利(中国)研发中心有限公司 广东 广州 510730
- 折叠
摘要
家电产品的售后维修数据是了解产品在市场上(用户端)可靠性表现的重要材料,借助售后维修数据和销售数据,可以计算出产品在市场上一定时期的可靠性,进而为后续的售后服务、产品升级提供指引.受失效模式繁多、培训不及时、人为判断错误等影响,报障客服人员或维修人员在失效模式的填写上可能不准确,进而影响后续区分失效模式的可靠性计算.本文将介绍一种售后可靠性分析方法,该方法基于空气净化器售后维修数据,使用文本分析法中的jieba分词、TF-IDF(词频-逆文本频率)、聚类来提升失效模式分类的准确性,并通过可靠性框图(RBD)来实现单种失效模式、单个零部件和整机的可靠性计算.
Abstract
The after-sales maintenance data is a critical material for learning the reliability performance of household appliances on user end.Calculating the market reliability at specific periods by using after-sale maintenance data and sales data,guidance can be generated to assist the improvement of after-sale service and product development.Influenced by numerous failure modes,delayed training and human error in judgment,after-sale hotline personnels or maintenance personnels may make mistakes in the recording of failure modes,and then affect the reliability analysis of each failure mode.This article introduces a methodology for estimating product reliability in market,this method based on after-sale repair data of air treatment system,uses text analysis technology such as jieba word-cut,TF-IDF and clustering to increase the accuracy of failure classification,and applies Reliability Block Diagram(RBD)to the reliability analysis of each failure mode,part,and system.
关键词
售后维修数据/可靠性分析/文本分析/可靠性框图/家用电器Key words
After-sale data/Reliability analysis/Text analysis/Reliability block diagram/Household appliances引用本文复制引用
出版年
2024
国家科技期刊平台
NSTL
万方数据