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