CN109284841A - Household electrical appliances fault diagnosis system based on history mantenance data - Google Patents
Household electrical appliances fault diagnosis system based on history mantenance data Download PDFInfo
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- CN109284841A CN109284841A CN201811372405.2A CN201811372405A CN109284841A CN 109284841 A CN109284841 A CN 109284841A CN 201811372405 A CN201811372405 A CN 201811372405A CN 109284841 A CN109284841 A CN 109284841A
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
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Abstract
The present invention relates to electric appliances service technical fields, solve existing household appliances after-sale service low efficiency, the problem of user experience difference.Technical solution is summarized are as follows: the household electrical appliances fault diagnosis system based on history mantenance data, including management platform, database and maintenance man's terminal device, manage platform respectively with database and maintenance man's terminal device connection communication, maintenance man calls fault diagnosis functions by maintenance man's terminal device, manages platform and asks the history mantenance data stored in summed data library to provide fault diagnosis result according to the diagnosis received.Beneficial effect is: maintenance man can solve an electric fault in time, improve household appliances after-sale service efficiency, improve user experience using fault diagnosis result as reference.The present invention is especially suitable for the after-sale services of TV, air-conditioning, washer and refrigerator.
Description
Technical field
The present invention relates to electric appliances service technical field, in particular to a kind of household electrical appliances fault diagnosis based on history mantenance data
System.
Background technique
In current household appliances after-sale service, user reports rear maintenance man for repairment and makes house calls, but due to many maintenance man's skills
Art scarce capacity, the reasons such as service experience is few, cause its can not handling failure, at this moment maintenance man generally can be using Please ring for assistance
Colleague, online inquiry return the modes such as company's lookup history maintenance record to handle.Which results in household appliances after-sale service effects
The problem of rate is low, poor user experience.
Summary of the invention
To solve existing household appliances after-sale service low efficiency, the problem of user experience difference, the present invention provides a kind of base
In the household electrical appliances fault diagnosis system of history mantenance data.
To solve the above problems, the technical solution adopted by the present invention is that: the household electrical appliances fault diagnosis based on history mantenance data
System, including management platform, database and maintenance man's terminal device, the management platform respectively with database and maintenance man's terminal
Equipment connection communication；
The database is for storing household electrical appliances history mantenance data；
The management platform generates household electrical appliances Trouble ticket for receiving household electrical appliances fault message, according to household electrical appliances fault message, and will
Household electrical appliances Trouble ticket is assigned under maintenance man's account；And it is asked for receiving the household electrical appliances fault diagnosis that maintenance man's terminal device is sent
It asks, and the corresponding event of household electrical appliances fault diagnosis request is analyzed according to household electrical appliances fault diagnosis request and household electrical appliances history mantenance data
Hinder reason and the corresponding maintenance measures of failure cause, and by the household electrical appliances fault diagnosis analyzed request corresponding failure cause and
The corresponding maintenance measures of failure cause are sent to the household electrical appliances fault diagnosis and request corresponding maintenance man's terminal device；
Maintenance man's installing terminal equipment has maintenance man's version application program, and maintenance man's version application program is used for: dimension
After the person of repairing passes through maintenance man's terminal device logs maintenance man's account, the household electrical appliances that the maintenance man's account currently logged in is assigned to can be checked
Trouble ticket, and the request of household electrical appliances fault diagnosis can be sent to management platform, it is included at least in the household electrical appliances fault diagnosis request current
The corresponding household electrical appliances fault message of maintenance man's account information and household electrical appliances Trouble ticket of login；Maintenance man's version application program can pass through maintenance
The household electrical appliances fault diagnosis that member's terminal device receives and display management platform is sent requests corresponding failure cause and failure cause
Corresponding maintenance measures.
As advanced optimizing, above system further includes subscriber terminal equipment, the subscriber terminal equipment and management platform
Connection communication, the subscriber terminal equipment are equipped with subscription version application program, and the subscription version application program is used for: user passes through
After subscriber terminal equipment login user account, household electrical appliances fault message can be inputted and send management platform for household electrical appliances fault message.
User by the subscription version application program installed on terminal device, fault information reporting platform, household electrical appliances can be reported for repairment it is more convenient,
Operator can be managed concentratedly and be distributed to repairing information by managing platform simultaneously, improved the efficiency of management, reduced operation
Cost.
As advanced optimizing, the household electrical appliances fault message includes household appliances type and phenomenon of the failure.Failure household electrical appliances are provided
Type and phenomenon of the failure help to manage platform more accurately positioning failure reason.
As advanced optimizing, the household electrical appliances history mantenance data stored in the database is by data cleansing.To storage
Household electrical appliances history mantenance data cleaned, handle invalid data and missing values, improve the fault diagnosis accuracy rate of management platform.
As advanced optimizing, maintenance man's version application program is also used to: maintenance man can be by maintenance man's terminal device
The corresponding processing result information of household electrical appliances Trouble ticket is inputted, and the corresponding processing result information of household electrical appliances Trouble ticket is uploaded to management and is put down
Platform；The management platform is also used to generate the maintenance of household electrical appliances history according to the corresponding processing result information of the household electrical appliances Trouble ticket received
Data, and by the storage of household electrical appliances history mantenance data into database.After maintenance man completes the processing of family's electric fault, by relevant treatment
As a result such as phenomenon of the failure, failure cause, solution are uploaded to management platform, conduct after management platform handles above- mentioned information
History mantenance data is stored into database, realizes the continuous renewal to history mantenance data, it is accurate constantly to calibrate breakdown judge
Property.
As advanced optimizing, the management platform is also used to analyze household electrical appliances fault diagnosis and requests corresponding each failure
The frequency that reason occurs, and household electrical appliances event is sent by the frequency that household electrical appliances fault diagnosis requests corresponding each failure cause to occur
Corresponding maintenance man's terminal device is requested in barrier diagnosis, and maintenance man's version application program can pass through maintenance man's terminal device reception pipe
The frequency that the household electrical appliances fault diagnosis that platform is sent requests corresponding each failure cause to occur, and occur according to failure cause
Frequency be patterned display from high to low.Usually a kind of phenomenon of the failure has corresponded to a variety of possible failure causes, and management is flat
Platform show that the frequency that each failure cause occurs, each failure cause occur in analyzing failure cause, according to history mantenance data
Frequency show maintenance man from high to low and graphically, maintenance man can open from the highest failure cause of the frequency of occurrences
Begin investigation, helps to promote maintenance efficiency.
Beneficial effect is: maintenance man can pass through maintenance man's version application call fault diagnosis function of installing terminal equipment
Can, management platform is based on household electrical appliances history mantenance data and provides diagnostic result, and maintenance man is enabled to be quickly obtained failure cause
Solution corresponding with failure cause solves family's electric fault in time, improves household appliances after-sale service efficiency, improve use
Family experience.The present invention is especially suitable for the after-sale services of TV, air-conditioning, washer and refrigerator.
Detailed description of the invention
Fig. 1 is the system construction drawing of the embodiment of the present invention.
Specific embodiment
With reference to the accompanying drawings and examples, technical solution of the present invention is further illustrated.
The technical scheme is that the household electrical appliances fault diagnosis system based on history mantenance data, including management platform, number
According to library and maintenance man's terminal device, manage platform respectively with database and maintenance man's terminal device connection communication；Database is used for
Store household electrical appliances history mantenance data；Management platform generates household electrical appliances event for receiving household electrical appliances fault message, according to household electrical appliances fault message
Barrier is single, and household electrical appliances Trouble ticket is assigned under maintenance man's account, and the household electrical appliances sent for receiving maintenance man's terminal device
Fault diagnosis request, and analyze the household electrical appliances fault diagnosis according to household electrical appliances fault diagnosis request and household electrical appliances history mantenance data and ask
Corresponding failure cause and the corresponding maintenance measures of failure cause are asked, and the household electrical appliances fault diagnosis analyzed request is corresponding
Failure cause and the corresponding maintenance measures of failure cause are sent to the household electrical appliances fault diagnosis and request corresponding maintenance man's terminal device；
Maintenance man's installing terminal equipment has maintenance man's version application program, and maintenance man's version application program is used for: maintenance man passes through maintenance man's end
After end equipment logs in maintenance man's account, the household electrical appliances Trouble ticket that the maintenance man's account currently logged in is assigned to can be checked, and can be to pipe
Platform sends the request of household electrical appliances fault diagnosis, includes at least the maintenance man's account currently logged in the household electrical appliances fault diagnosis request
Information and the corresponding household electrical appliances fault message of household electrical appliances Trouble ticket；Maintenance man's version application program can be received simultaneously by maintenance man's terminal device
The household electrical appliances fault diagnosis that display management platform is sent requests corresponding failure cause and the corresponding maintenance measures of failure cause.
In above system, household electrical appliances fault message is received by management platform, fault message can be patted by administrator's input pipe
Platform, can also be by that will manage platform and relevant device or information system to acquisition fault message is fetched, and then managing platform will
Household electrical appliances Trouble ticket to be treated, which distributes to maintenance man, can check the household electrical appliances Trouble ticket oneself being assigned to after maintenance man logs in
And fault diagnosis functions is called to obtain fault diagnosis result from management platform, the fault diagnosis result that maintenance man provides system is made
For with reference to troubleshooting is carried out, it is more rapidly accurate to repair, and user experience is also more preferable.
Above system is advanced optimized, specifically may is that above system can also include subscriber terminal equipment, use
Family terminal device and management platform connection communication, subscriber terminal equipment are equipped with subscription version application program, subscription version application program
For: after user passes through subscriber terminal equipment login user account, household electrical appliances fault message can be inputted and send out household electrical appliances fault message
It is sent to management platform.User, can be by fault information reporting platform, family by the subscription version application program installed on terminal device
Telegram repair it is more convenient, while operator can by manage platform repairing information is managed concentratedly and is distributed, improve management
Efficiency cuts operating costs.
Household electrical appliances fault message may include household electrical appliances type and phenomenon of the failure, provide the type and phenomenon of the failure of failure household electrical appliances,
Help to manage platform more accurately positioning failure reason.
Data cleansing periodically can be carried out to the household electrical appliances history mantenance data stored in database, to the household electrical appliances history of storage
Mantenance data is cleaned, and invalid data and missing values are handled, and improves the fault diagnosis accuracy rate of management platform.
Maintenance man's version application program can be also used for: maintenance man can input household electrical appliances Trouble ticket pair by maintenance man's terminal device
The processing result information answered, and the corresponding processing result information of household electrical appliances Trouble ticket is uploaded to management platform；Management platform is also used
Household electrical appliances history mantenance data is generated in the corresponding processing result information of household electrical appliances Trouble ticket that basis receives, and household electrical appliances history is tieed up
Data storage is repaired into database.After maintenance man completes the processing of family's electric fault, by associated processing outcomes such as phenomenon of the failure, failure
Reason, solution etc. are uploaded to management platform, and management platform arrives after handling above- mentioned information as the storage of history mantenance data
In database, realizes the continuous renewal to history mantenance data, constantly calibrate breakdown judge accuracy.
Management platform can be also used for analyzing the frequency that household electrical appliances fault diagnosis requests corresponding each failure cause to occur,
And household electrical appliances fault diagnosis request is sent by the frequency that household electrical appliances fault diagnosis requests corresponding each failure cause to occur and is corresponded to
Maintenance man's terminal device, the household electrical appliances that can be sent by maintenance man's terminal device reception pipe platform of maintenance man's version application program
The frequency that fault diagnosis requests corresponding each failure cause to occur, and carried out from high to low according to the frequency that failure cause occurs
Graphic software platform.Usually a kind of phenomenon of the failure has corresponded to a variety of possible failure causes, manages platform in analyzing failure cause,
The frequency that each failure cause occurs is obtained according to history mantenance data, and the frequency that each failure cause occurs is from high to low and to scheme
The mode of shape shows maintenance man, and maintenance man can check since the highest failure cause of the frequency of occurrences, helps to promote dimension
Repair efficiency.
Embodiment
Concrete example is illustrated below, and subscriber terminal equipment uses user mobile phone in this example, and maintenance man's terminal device is adopted
With maintenance man's mobile phone.
The household electrical appliances fault diagnosis system based on history mantenance data of this example, as shown in Figure 1, including management platform, data
Library, user mobile phone and maintenance man's mobile phone, management platform with database, user mobile phone and maintenance man's mobile phone connection communication, are tieed up respectively
The person's of repairing mobile phone is equipped with maintenance man's version application program, and user mobile phone is equipped with subscription version application program.
In use, user fills in failure household electrical appliances type and phenomenon of the failure by user mobile phone login user account after login,
Then the fault message that will fill in is uploaded to management platform, and management platform generates to be processed according to the household electrical appliances fault message received
Household electrical appliances Trouble ticket, and household electrical appliances Trouble ticket to be processed is assigned under the account of maintenance man.Maintenance man passes through maintenance man's mobile phone
After logging in maintenance man's account, the household electrical appliances Trouble ticket oneself being assigned to is checked, maintenance man clicks the fault diagnosis in household electrical appliances Trouble ticket
Button sends the request of household electrical appliances fault diagnosis to management platform, includes at least the dimension currently logged in household electrical appliances fault diagnosis request
The person's of repairing account information household electrical appliances fault message corresponding with the household electrical appliances Trouble ticket, management platform receive the request of household electrical appliances fault diagnosis
Afterwards, the household electrical appliances history mantenance data stored in summed data library is asked according to the household electrical appliances fault diagnosis, is analyzed family's electric fault and is examined
The corresponding frequency of occurrences of disconnected request is in preceding 5 failure causes and the corresponding maintenance measures of failure cause, and by above-mentioned 5 failures
The frequency and solution of reason and its appearance are sent to the household electrical appliances fault diagnosis and request corresponding maintenance man's mobile phone.Maintenance man's hand
Machine receives household electrical appliances fault diagnosis and requests corresponding diagnostic result, i.e., the frequency of above-mentioned 5 obtained failure cause and its appearance and
Then solution sorts from high to low according to the frequency that each failure cause occurs, and failure original is shown in a manner of patterned
Cause, maintenance man click the graphics field of each failure cause, check corresponding solution.Member to be repaired has handled the failure
Afterwards, the phenomenon of the failure, failure cause and solution of the failure are filled in, and is uploaded to management platform, manages platform to dimension
The troubleshooting result information that the person of repairing reports generates household electrical appliances history mantenance data after being handled, and by household electrical appliances history mantenance data
It stores in database.The household electrical appliances history mantenance data stored in database periodically carries out data cleansing.
Claims (6)
1. the household electrical appliances fault diagnosis system based on history mantenance data, it is characterised in that: including management platform, database and maintenance
Member terminal device, the management platform respectively with database and maintenance man's terminal device connection communication；
The database is for storing household electrical appliances history mantenance data；
The management platform generates household electrical appliances Trouble ticket for receiving household electrical appliances fault message, according to household electrical appliances fault message, and by household electrical appliances
Trouble ticket is assigned under maintenance man's account；And the household electrical appliances fault diagnosis request sent for receiving maintenance man's terminal device,
And the household electrical appliances fault diagnosis is analyzed according to household electrical appliances fault diagnosis request and household electrical appliances history mantenance data and requests corresponding failure
Reason and the corresponding maintenance measures of failure cause, and the household electrical appliances fault diagnosis analyzed is requested into corresponding failure cause and event
The corresponding maintenance measures of barrier reason are sent to the household electrical appliances fault diagnosis and request corresponding maintenance man's terminal device；
Maintenance man's installing terminal equipment has maintenance man's version application program, and maintenance man's version application program is used for: maintenance man
After maintenance man's terminal device logs maintenance man's account, family's electric fault that the maintenance man's account currently logged in is assigned to can be checked
It is single, and the request of household electrical appliances fault diagnosis can be sent to management platform, current log in is included at least in the household electrical appliances fault diagnosis request
Maintenance man's account information and the corresponding household electrical appliances fault message of household electrical appliances Trouble ticket；Maintenance man's version application program can pass through maintenance man's end
The household electrical appliances fault diagnosis that end equipment receives and display management platform is sent requests corresponding failure cause and failure cause corresponding
Maintenance measures.
2. as described in claim 1 based on the household electrical appliances fault diagnosis system of history mantenance data, it is characterised in that: further include using
Family terminal device, the subscriber terminal equipment and management platform connection communication；
The subscriber terminal equipment is equipped with subscription version application program, and the subscription version application program is used for: user passes through user
After terminal device logs user account, household electrical appliances fault message can be inputted and send management platform for household electrical appliances fault message.
3. as described in claim 1 based on the household electrical appliances fault diagnosis system of history mantenance data, it is characterised in that: the household electrical appliances
Fault message includes household appliances type and phenomenon of the failure.
4. as described in claim 1 based on the household electrical appliances fault diagnosis system of history mantenance data, it is characterised in that: the data
The household electrical appliances history mantenance data stored in library passes through data cleansing.
5. as described in claim 1 based on the household electrical appliances fault diagnosis system of history mantenance data, it is characterised in that: the maintenance
Member's version application program is also used to: maintenance man can be inputted the corresponding processing result of household electrical appliances Trouble ticket by maintenance man's terminal device and be believed
Breath, and the corresponding processing result information of household electrical appliances Trouble ticket is uploaded to management platform；The management platform is also used to according to reception
The corresponding processing result information of the household electrical appliances Trouble ticket arrived generates household electrical appliances history mantenance data, and household electrical appliances history mantenance data is stored
Into database.
6. as described in claim 1 based on the household electrical appliances fault diagnosis system of history mantenance data, it is characterised in that: the management
Platform is also used to analyze the frequency that household electrical appliances fault diagnosis requests corresponding each failure cause to occur, and by household electrical appliances fault diagnosis
The frequency for requesting corresponding each failure cause to occur is sent to the household electrical appliances fault diagnosis and requests corresponding maintenance man's terminal device,
Maintenance man's version application program can be requested by the household electrical appliances fault diagnosis that maintenance man's terminal device reception pipe platform is sent
The frequency that corresponding each failure cause occurs, and it is patterned display from high to low according to the frequency that failure cause occurs.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201811372405.2A CN109284841A (en) | 2018-11-16 | 2018-11-16 | Household electrical appliances fault diagnosis system based on history mantenance data |
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| CN201811372405.2A CN109284841A (en) | 2018-11-16 | 2018-11-16 | Household electrical appliances fault diagnosis system based on history mantenance data |
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| CN110069051A (en) * | 2019-04-29 | 2019-07-30 | 广东美的制冷设备有限公司 | Household electrical appliances fault handling method and device |
| CN110247473A (en) * | 2019-03-26 | 2019-09-17 | 国网浙江桐乡市供电有限公司 | A kind of monitoring system exception information shortage probability analysis method |
| WO2021237729A1 (en) * | 2020-05-29 | 2021-12-02 | 西门子股份公司 | Fault detection method and apparatus thereof |
| CN115314335A (en) * | 2022-08-04 | 2022-11-08 | 四川长虹空调有限公司 | System and method for processing after-sale faults of household appliance, electronic equipment and storage medium |
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