家电科技 ›› 2024, Vol. 0 ›› Issue (zk): 511-517.doi: 10.19784/j.cnki.issn1672-0172.2024.99.108

• 第五部分 工业设计与用户体验 • 上一篇    下一篇

文本分析法在家电售后可靠性分析中的应用

吕舒琦, 王国导, 王峰   

  1. 安利(中国)研发中心有限公司 广东广州 510730
  • 出版日期:2024-12-10 发布日期:2024-12-31
  • 作者简介:吕舒琦(1997年—),女,理学硕士学位。研究方向:可靠性与生存分析。E-mail:shuqi.lv@amway.com。

The application of text analysis methods on household appliance after-sale reliability analysis

LV Shuqi, WANG Guodao, WANG Feng   

  1. Amway (China) R&D Co., Limited Guangzhou 510730
  • Online:2024-12-10 Published:2024-12-31

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。

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

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.

Key words: After-sale data, Reliability analysis, Text analysis, Reliability block diagram, Household appliances

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