Research On Repair Resource Management For Household Appliance Industry

Household appliance firms have recently grasped the value of after-sales service as China’s household appliance sector gradually transitions into the stock market era.For household appliance companies to acquire a competitive edge on the stock market,excellent after-sales service is crucial.The cooperation of various service resources,including man,machine,material,and technique,is necessary for the smooth development of after-sales service activities.The quality of after-sales service for household appliances is closely correlated to the level of resource management.Since household appliance installation,repair,maintenance and other after-sales service activities have great similarities in process and content,among which the repair activity process is the most complex,involves a wide variety of enterprise resources,and requires high level of cooperation of all kinds of resources,so this paper focuses on the management of household appliance repair resources,which mainly includes the following four parts:Firstly,a blueprint of household appliance repair services was created to better define the specific management objects and goals of household appliance repair resource management.The household appliance repair service scene was depicted from the perspective of the whole process and multiple subjects.Through the analysis of service scene,the specific content of repair resources and their interrelationships were analyzed an d summarized.And two primary goals of resource management were identified:organic collaboration of various repair resources and effective repair staff scheduling.A knowledge graph-based strategy for integrating repair resource data has been proposed in order to enable effective collaboration of repair resources.Strong interactivity and adaptability are features of the knowledge graph itself.It can accurately depicts the complicated link between enormous repair resources in a graphical format by integrating repair resource data from various management systems and formats,which offers a data base for effective teamwork among various repair resources.A dispatch model for emergency and non-emergency service requirements was established by analyzing the characteristics of household appliance repair service users and summarizing the benefits and drawbacks of popular dispatch modes in order to realize quick and high-quality dispatch of household appliance repair personnel.The repair personnel scheduling under nonemergency service needs is a multi-objective optimization problem.The interests of all parties were taken into account when defining the objective functions and restrictions for multiobjective optimization under various scenarios of repair crew redundancy and insufficiency.The NSGA-Ⅱ algorithm was enhanced,and the single objective scheduling scheme obtained by the Hungarian algorithm was added to the initial population of NSGA-II,in order to quickly and effectively solve the multi-objective optimization scheduling problem of household appliance repair personnel.The method was subjected to simulation tests both before and after the upgrade,and the results of the simulations revealed that the enhanced NSGA-II algorithm had a wider search space and a faster convergence rate than previously.This work offers a repair resource integration approach based on knowledge graphs and creates a resource knowledge system with customers,product files,materials,and fault repositories on the study of service scenarios of home appliance repair activities.To achieve multi-objective optimal repair personnel allocation,a scheduling issue for repair personnel based on an intelligent optimization method is proposed.It improves the working efficiency of household appliance repair personnel,reduces the service cost of enterprises,improves the service quality and increases user satisfaction.Meanwhile,resource data integration method based on knowledge graph and resource optimal allocation method based on intelligent optimization algorithm can be popularized to other fields and industries,promoting the serviceoriented transformation of manufacturing industry in our country.