| With the rapid development of science and technology and economy,the market of China's equipment manufacturing industry has become increasingly fierce.Equipment manufacturing enterprises not only need to meet the customized needs of customers with high requirements,but also need to meet the after-sales service requirements of equipment.Through the investigation of the after-sales service center of a certain intelligent equipment manufacturing enterprise,the enterprise's after-sales service business process is understood,and the analysis of the enterprise's after-sales on-site maintenance service process shows that there are some problems: how to optimize the path of maintenance personnel to the maintenance task site,and reduce the time waste of maintenance personnel on the road;How to quickly respond to customer problem feedback,after-sales service personnel need to timely understand the basic information of customers and the operation of faulty equipment;How to help service personnel find spare parts quickly;When customers have different types of problems,the corresponding professional staff should follow up and deal with them.When equipment maintenance service personnel perform tasks on site,they encounter problems that they cannot solve and cannot quickly find suitable "partners" to assist their maintenance work.In this paper,an intelligent after-sales service system for an equipment manufacturing enterprise is proposed to be built according to the demand of on-site maintenance service of the after-sales service department of an intelligent equipment enterprise.Specific research contents and key technologies are as follows:(1)Analyze the after-sales maintenance business process of equipment manufacturing enterprises,analyze the demand of after-sales on-site maintenance service,design the overall function of the system,build the system framework of intelligent after-sales maintenance service of equipment,and design the system functions and database in detail.(2)The maintenance task scheduling problems to establish mathematical model,under the premise that satisfies the customer the maintenance time,to minimize the workflow time as the optimization goal,the first continuous uninterrupted maintenance personnel work time model is set up,on the basis of this model,consider the maintenance service personnel of the normal work and rest time,and then established the maintenance personnel work time discrete discontinuous model,design algorithm for the two models,validated by an example.On the premise of meeting the maintenance time of the customer,the maintenance service personnel's traveling time on the road can be reduced by optimizing the task execution sequence and the maintenance personnel's path to the task site,so as to achieve the goal of minimizing the workflow time,thus saving the maintenance cost.(3)The analysis of the characteristics of the maintenance service personnel of tacit knowledge and the way of knowledge acquisition and maintenance of tacit knowledge and explicit knowledge transfer and innovation unceasingly,maintenance personnel in the continuous communication of the tacit knowledge is obtained,and the analysis of the uncertainty environment in the process of maintenance,analyzing the characteristic features and maintenance personnel,design and search logic of "partners" search rules,the maintenance personnel in the field of complicated problems encountered in the process of maintenance,need some maintenance experience knowledge tacit knowledge to help them solve problems quickly and on this basis,put forward specific scenarios maintenance personnel cooperation model,Initiate communication and instruct maintenance personnel on site by searching for suitable "partners" through rules in specific scenarios and rules priority.(4)Based on the framework of Android system,this paper USES Java programming language and Microsoft Sql Server database to design and develop an intelligent service system for after-sales maintenance of equipment. |
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