CN115511397B - Intelligent work order data dispatching method and system - Google Patents
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Abstract
The invention relates to a work order data intelligent dispatching method and a system, belonging to the technical field of data processing, wherein the method comprises the following steps: when the number of each type of fault work orders is larger than or equal to the number of maintenance personnel to be scheduled, which can process the type of fault, the probability that each maintenance personnel to be scheduled is allocated to each fault work order is determined according to the distance between a fault place on the fault work orders and the maintenance personnel to be scheduled; when the number of each type of fault work orders is smaller than the number of to-be-scheduled maintenance personnel capable of processing the type of faults, determining a weighted reciprocal distance according to the tractability value of each type of fault work orders and the personal ability value of each to-be-scheduled maintenance personnel, and determining the probability of each to-be-scheduled maintenance personnel being distributed to each fault work order according to the weighted reciprocal distance; and finishing dispatching each fault work order according to the probability that each maintenance worker to be dispatched of each fault is allocated to each fault work order. The invention realizes the reasonable distribution of the maintenance personnel to be scheduled.
Description
Technical Field
The invention belongs to the technical field of data processing, and particularly relates to a work order data intelligent dispatching method and system.
Background
With the improvement of the living standard of people, household appliances become necessities of the life of residents, besides traditional household appliances, different types of household appliances are produced at the same time in order to meet the personalized requirements of daily life of people, such as living household appliances, kitchen household appliances, mother and infant household appliances and the like, the types of the household appliances are numerous, household appliance manufacturers on the market are more and more increased in order to meet the requirements of the market on various household appliances, but with the increasingly wide application of the household appliances, some problems are gradually exposed, such as the after-sale maintenance problem of the household appliances.
For household electrical appliance manufacturers, if an after-sale service system is independently constructed in every part of the country, a large amount of financial resources and material resources are wasted, and if the problem is not timely solved for a client, loss of the client is caused.
The dispatching and dispatching of the work orders occupy an important position in the whole service platform, the dispatching of the work orders refers to the fact that work tasks are distributed to specific maintenance personnel for after-sales maintenance, a customer can send fault types through the service platform, the service platform automatically counts the total number of all fault work orders in each area in the current period to be distributed, and distributes the fault work orders to corresponding maintenance personnel according to the types of the fault work orders, so that the quick dispatching of the work orders is achieved, the missed work orders and the overstocked tasks are reduced, and the maintenance efficiency is improved; however, in the intelligent dispatch system in the prior art, generally, the maintenance personnel can be intelligently and quickly dispatched according to the responsible area of the maintenance personnel, the fault type, the user-defined skill tag and the distance between the fault work order, the user-defined skill tag is the type capable of processing the fault, the specific dispatch process is to classify the maintenance personnel capable of processing various faults according to the fault type, and dispatch all the maintenance personnel capable of processing the fault according to the fault type of the work order and the distance between the maintenance personnel and the fault location, and the dispatch mode can cause that the difference of the traffic between the maintenance personnel with more maintenance skills and the maintenance personnel with less maintenance skills is too large, which easily causes that the maintenance personnel with more maintenance skills is not busy, and the maintenance personnel with less maintenance skills is idle, which causes that the dispatching mode of the maintenance personnel is unreasonable.
Disclosure of Invention
The invention provides a work order data intelligent dispatching method and a work order data intelligent dispatching system, when the number of each type of fault work orders in a target area is more than or equal to the number of maintenance personnel to be dispatched, which can process the type of fault, the hand shortage of the maintenance personnel to be dispatched, which can process the type of fault, can be directly distributed according to the distance; when the number of each type of fault work orders in the target area is smaller than the number of to-be-scheduled maintenance personnel capable of processing the type of fault, the probability that each to-be-scheduled maintenance personnel capable of processing each type of fault is allocated to each type of fault work order is determined by combining the tractability value of the fault work order and the personal capacity of the to-be-scheduled maintenance personnel, so that the reasonable allocation of the to-be-scheduled maintenance personnel is realized, and the situations that maintenance personnel with more maintenance skills are busy and maintenance personnel with less maintenance skills are idle are avoided.
The invention discloses an intelligent work order data dispatching method, which adopts the following technical scheme:
acquiring the number of each type of fault work orders in the current to-be-distributed time period of the target area and the number of to-be-scheduled maintenance personnel capable of processing each type of fault;
when the number of each type of fault work orders in the target area is larger than or equal to the number of maintenance personnel to be scheduled, which can process the type of fault, the probability that each maintenance personnel to be scheduled, which can process each type of fault, is allocated to each fault work order is determined according to the distance between the fault location on each fault work order in each type and the position of each maintenance personnel to be scheduled, which can process the type of fault;
when the number of each type of fault work orders in the target area is smaller than the number of to-be-scheduled maintenance personnel capable of processing the type of fault, calculating a first product of the total number of all fault work orders and the total number of all to-be-scheduled maintenance personnel in the current to-be-allocated time period of the target area, and simultaneously calculating a second product of the number of each type of fault work orders and the number of to-be-scheduled maintenance personnel capable of processing the type of fault in the current to-be-allocated time period of the target area;
taking a first ratio of the second product and the first product as a tractability value of each type of fault work order in the target area;
acquiring a second ratio of the number of the fault types which can be processed by each maintenance person to be scheduled in the current period to be allocated in the target area to the total number of the fault types which can be processed by the maintenance company in the target area, and taking the second ratio as the personal capability value of each maintenance person to be scheduled;
determining the weight value of each type of fault work order distributed to each maintenance person to be scheduled according to the tractability value of each type of fault work order in the current period to be distributed of the target area and the personal ability value of each maintenance person to be scheduled;
determining the probability that each maintenance person to be scheduled, which can process each type of fault, is allocated to each fault work order according to the weight value of each maintenance person to be scheduled, which is allocated to each fault work order, and the distance between the fault location on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault;
and finishing dispatching each fault work order according to the probability that each maintenance worker to be dispatched for each fault is distributed to each fault work order.
Further, the step of determining the probability that each maintenance person to be scheduled, which can process each type of fault, is assigned to each fault work order of the type according to the distance between the fault location on each fault work order of the type and the position of each maintenance person to be scheduled, which can process the type of fault, includes:
and taking the reciprocal of the distance between the fault site on each fault work order of each type and the position of each to-be-scheduled maintenance personnel capable of processing the type of fault as the probability that each to-be-scheduled maintenance personnel capable of processing each type of fault is allocated to each fault work order of the type.
Further, the step of determining the weight value of each type of fault work order to be allocated to each maintenance person to be scheduled according to the tractability value of each type of fault work order and the personal ability value of each maintenance person to be scheduled in the current period to be allocated in the target area comprises the following steps:
acquiring a first square value of the tractability value of each type of fault work order in the current period to be allocated in the target area;
the personal ability value of each maintenance person to be scheduled is used as a negative index of an index function to obtain a normalized personal ability value of each maintenance person to be scheduled, and a second square value of the normalized personal ability value is calculated;
and determining the weight value of each type of fault work order distributed to each maintenance personnel to be scheduled according to the first square value corresponding to each type of fault work order in the current period to be distributed of the target area and the second square value corresponding to each maintenance personnel to be scheduled.
Further, the step of determining the probability that each maintenance person to be scheduled, which can process each type of fault, is assigned to each fault work order according to the weight value assigned to each maintenance person to be scheduled by each type of fault work order and the distance between the fault location on each fault work order in each type and the position of each maintenance person to be scheduled, which can process the type of fault, includes:
and weighting the distance reciprocal between the fault location on each type of fault work order and the position of each to-be-scheduled maintenance personnel capable of processing the type of fault by using the weight value of each to-be-scheduled maintenance personnel allocated to each type of fault work order, obtaining the weighted distance reciprocal, and taking the weighted distance reciprocal as the probability that each to-be-scheduled maintenance personnel capable of processing each type of fault is allocated to each type of fault work order.
Further, the probability calculation formula of each maintenance person to be scheduled of each type of fault being allocated to each fault work order of the type is as follows:
wherein, the first and the second end of the pipe are connected with each other,
indicating that a first ÷ treatable condition can be processed>
The fifth of the class fault>
A number of maintenance personnel to be dispatched is assigned to the fifth->
The th in class fault>
Probability of individual fault work orders; />
Indicates the fifth->
A maintenance person to be scheduled; />
Indicates the fifth->
A class failure; />
Indicates the fifth->
The th in class fault>
A fault work order; />
Indicates the fifth->
The number of the fault-like work orders distributed to the target area in the current period to be distributed; />
Indicating that the target area may be processed ^ h within the current period to be allocated>
The number of maintenance personnel to be scheduled for the class fault; />
Indicates the fifth->
The th in class fault>
The fault location and the processable th on each fault work order>
The fifth of the class fault>
The reciprocal of the distance between the positions of the maintenance personnel to be dispatched; when/is>
When it is, it indicates the target area is ^ h>
The number of the fault-like work orders is more than or equal to the processable fifth or sixth>
The number of maintenance personnel to be scheduled for the class fault; when/is>
Indicates the number ^ th of the target area>
The number of fault-like work orders is less than that which can be processed at the fifth or fifth place>
The number of maintenance personnel to be scheduled for the class fault;
Further, according to the probability that each maintenance worker to be scheduled of each type of fault is assigned to each fault work order of the type, the step of completing the dispatch of each fault work order comprises the following steps:
when the probability that any maintenance person to be scheduled of any type of fault is allocated to any fault work order is the maximum, allocating the maintenance person to be scheduled to the fault work order;
and similarly, the dispatching of each type of fault work order in the current period to be distributed in the target area is completed.
Further, the number of maintenance personnel to be scheduled, which can process each type of fault, is obtained according to the following steps:
obtaining maintenance personnel who have finished card punching in the current period to be allocated in the target area, and recording as determined maintenance personnel;
acquiring maintenance personnel of a target area which have reached the predicted completion time but are not checked in the current period to be allocated, and recording the maintenance personnel as the maintenance personnel to be determined;
acquiring the longest time for processing each type of fault in the historical data of each to-be-determined maintenance person, and acquiring the average time for processing each type of fault in the historical data of each to-be-determined maintenance person;
rounding up the difference between the longest time for processing each type of fault and the average time in the historical data of each to-be-determined maintenance person to obtain the maximum deviation value for processing each type of fault by each to-be-determined maintenance person;
when the maximum deviation value of each to-be-treated maintenance person for treating each type of fault is smaller than or equal to a preset first threshold value, taking the to-be-treated maintenance person as a newly-added to-be-scheduled maintenance person for treating the type of fault;
and adding newly-added maintenance personnel to be scheduled, which can process each type of fault in the current period to be allocated in the target area, and the determined maintenance personnel to be scheduled to obtain the number of the maintenance personnel to be scheduled, which can process each type of fault.
Further, the calculation formula of the maximum deviation value of each type of fault processed by each maintenance person to be determined is as follows:
wherein, the first and the second end of the pipe are connected with each other,
represents a fifth or fifth party>
The person to be serviced processes the ^ h->
Maximum deviation value of class fault; />
Indicates the fifth->
The person to be serviced processes the ^ h->
Maximum time to class failure; />
Indicates the fifth->
The person to be repaired is determined>
Sub-treatment is based on>
Time of class fault, based on the status of the timer>
Represents a fifth or fifth party>
Undetermined maintenanceProcessing the ^ th or ^ th treatment in the historical data of people>
Total number of class failures;
indicates the fifth->
Processing first/fifth historical data of pending maintenance personnel>
Mean time to class failure; />
Indicating a rounded up symbol.
An intelligent work order data dispatch system comprising:
the data acquisition module is used for acquiring the number of each type of fault work orders in the current period to be allocated in the target area and the number of to-be-scheduled maintenance personnel capable of processing each type of fault;
the first distribution probability calculation module is used for determining the probability that each maintenance person to be scheduled, which can process each type of fault, is distributed to each fault work order according to the distance between the fault location on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault, when the number of each type of fault work orders in the target area is greater than or equal to the number of maintenance persons to be scheduled, which can process the type of fault;
the tractability value calculation module is used for calculating a first product of the total number of all fault worksheets and the total number of all to-be-scheduled maintenance personnel in the current to-be-allocated time interval of the target area when the number of each type of fault worksheets in the target area is smaller than the number of to-be-scheduled maintenance personnel capable of processing the type of fault, and calculating a second product of the number of each type of fault worksheets and the number of to-be-scheduled maintenance personnel capable of processing the type of fault in the current to-be-allocated time interval of the target area; the first ratio of the second product and the first product is used as a tractability value of each type of fault work order in the target area;
the personal ability value calculation module is used for acquiring a second ratio of the number of the fault types which can be processed by each maintenance person to be scheduled in the current period to be distributed in the target area to the total number of the fault types which can be processed by the maintenance company in the target area, and taking the second ratio as the personal ability value of each maintenance person to be scheduled;
the weighted value calculation module is used for determining the weighted value of each type of fault work order distributed to each maintenance worker to be scheduled according to the tractability value of each type of fault work order in the current period to be distributed of the target area and the personal ability value of each maintenance worker to be scheduled;
the second distribution probability calculation module is used for determining the probability that each maintenance person to be scheduled, which can process each type of fault, is distributed to each fault work order according to the weight value of each maintenance person to be scheduled, which is distributed to each fault work order, and the distance between the fault position on each fault work order in each type and the position of each maintenance person to be scheduled, which can process the type of fault;
and the fault work order dispatching module is used for finishing dispatching each fault work order according to the probability that each maintenance worker to be dispatched of each fault is distributed to each fault work order.
The beneficial effects of the invention are:
the intelligent work order data dispatching method and system provided by the invention are optimized aiming at the problem that the traditional work order dispatching mode causes too large difference of the service volume between a maintenance person with more maintenance skills and a maintenance person with less maintenance skills; when the number of the fault work orders of each type in the target area is larger than or equal to the number of the maintenance personnel to be scheduled, which can process the type of fault, the hands of the maintenance personnel to be scheduled, which can process the type of fault, are proved to be in short supply and are directly distributed according to the distance; when the number of each type of fault work orders in the target area is smaller than the number of to-be-scheduled maintenance personnel capable of processing the type of faults, the probability that each to-be-scheduled maintenance personnel capable of processing each type of faults is allocated to each fault work order is determined by combining the tractability value of each type of fault work order and the personal ability value of each to-be-scheduled maintenance personnel, the probability that the maintenance personnel with single skills are allocated to a large number of the to-be-scheduled work orders is increased, the probability that the maintenance personnel with large skills are allocated to the cold door work orders is increased, the difference of the order receiving frequency among different maintenance personnel is reduced, expected factors are blended, the dispatching of the work orders and the idle period and the vacuum period of personnel scheduling are greatly reduced, the scheduling efficiency and the customer experience of the maintenance personnel are improved, and the maintenance service of enterprises is enabled to be better in quality.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
FIG. 1 is a flowchart of an intelligent work order data dispatching method of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The embodiment of the invention relates to a method for intelligently dispatching work order data, which comprises the following steps of:
s1, acquiring the number of each type of fault work orders in a current to-be-distributed time period of a target area and the number of to-be-scheduled maintenance personnel capable of processing each type of fault.
The maintenance work order dispatching system is characterized in that a service platform is used for facilitating management, a form system of a fault maintenance work order is embodied, big data is sorted and counted, the fault maintenance work order dispatching system solves the operation and maintenance management problem of a consumer due to the fact that the service platform is used for facilitating management, the consumer reports fault types in a system work order mode after encountering the fault problems, a manager dispatches the work order or the system automatically dispatches the work order after the service platform receives the fault types reported by the consumer, the maintenance personnel process the fault work order, and the consumer confirms whether the fault work order is processed or not.
The operation mode of the existing automatic dispatch model is quite rigid, and if a maintenance worker A has maintenance skill labels of A, B and C and a maintenance worker B only has A-class maintenance skill, when a class A fault work order is dispatched, the A and the B are in a rotation dispatch sequence of the class A work order, but the A can also rotate in the class B and C fault work orders, and the B can only receive the class A work order. The difference of the skill labels is large, the difference of the order taking frequency of the two labels is large, serious drought and waterlogging are caused, even aiming at the problem, part of maintenance personnel falsify the problem, own skill labels are added by a method, the order taking frequency of the personnel is improved, and adverse effects are caused to the industrial environment.
The automatic dispatching adopts a rotation mode, when the number of work orders is large, the A class is small, and the B and C class are large, the order receiving frequency of the order A is possibly too high, the order receiving frequency of the order B is extremely low or even no order can be received, when the order A is difficult to pull out among a plurality of work orders, the order B has nothing to do, and the high order receiving frequency can also cause a new order to be automatically distributed to the order A, the order A needs to continuously and repeatedly call and feed back to a dispatching department, the maintenance efficiency is greatly reduced, the point of attention of the order-giving client lies in whether the maintenance personnel can quickly arrive at a fault site, and how long time is needed to repair the fault, so that the order dispatching process and the scientific dispatching maintenance personnel are optimized, the fault first-aid repair time is reasonably compressed, and a solid foundation can be laid for further deepening of high-quality service.
For a maintenance company, each area is provided with one or more branch sites which are specially responsible for maintenance service of the area to shorten the time for going to a fault site, so that the same work order is distributed according to the area where the fault site is located on the fault work order.
In the invention, an area is randomly selected as a target area, because each maintenance worker in the area sends and processes a fault work order, the work order management system can record the order sending time of the sent maintenance worker, the maintenance worker can input the predicted completion time after receiving the order, meanwhile, the maintenance worker can punch a card on the work order management system after confirming that the fault work order is processed, and the system can record the completed card punching time; meanwhile, the work order management system collects a batch of fault work orders to be distributed in a period of time, and the specific collection time can be determined according to actual conditions.
And S2, when the number of each type of fault work orders in the target area is larger than or equal to the number of the maintenance personnel to be scheduled, which can process the type of fault, determining the probability that each maintenance personnel to be scheduled, which can process each type of fault, is allocated to each fault work order according to the distance between the fault location on each fault work order in each type and the position of each maintenance personnel to be scheduled, which can process the type of fault.
The step of determining the probability that each maintenance person to be scheduled, which can process each type of fault, is allocated to each fault work order according to the distance between the fault location on each fault work order in each type and the position of each maintenance person to be scheduled, which can process the type of fault, comprises the following steps: and taking the reciprocal of the distance between the fault location on each fault work order of each type and the position of each maintenance person to be scheduled, which can process the fault, as the probability that each maintenance person to be scheduled, which can process each type of fault, is allocated to each fault work order of the type.
The distance between the fault position on each type of fault work order and the position of each to-be-scheduled maintenance worker capable of processing the type of fault is obtained as
，/>
Indicates the fifth->
A maintenance person to be scheduled; when the number of any type of fault work orders in the target area is larger than or equal to the number of to-be-scheduled maintenance personnel capable of processing the type of fault, the number of hands of the type of fault work orders is considered to be insufficient, and under the condition that the number of hands is insufficient, the closer the distance to-be-scheduled maintenance personnel corresponding to the fault type is, the better the distance is, therefore, the reciprocal of the distance between the fault position on each type of fault work order and the position of each to-be-scheduled maintenance personnel capable of processing the type of fault is taken as the probability that each to-be-scheduled maintenance personnel capable of processing each type of fault is allocated to each type of fault work order. />
And S3, when the number of each type of fault work orders in the target area is smaller than the number of the to-be-scheduled maintenance personnel capable of processing the type of fault, calculating a first product of the total number of all fault work orders and the total number of all to-be-scheduled maintenance personnel in the current to-be-allocated time period of the target area, and simultaneously calculating a second product of the number of each type of fault work orders and the number of the to-be-scheduled maintenance personnel capable of processing the type of fault in the current to-be-allocated time period of the target area.
Used in the invention
Indicates the fifth->
The number of the fault-like work orders distributed to the target area in the current period to be distributed;
indicating that the target area may be processed ^ h within the current period to be allocated>
The number of maintenance personnel to be scheduled for the class fault; />
Indicating that the target area is ^ based on the current period to be allocated>
The number and the processable fifth/or sixth of the fault-like work orders>
A second product of the number of maintenance personnel to be scheduled for the class fault; />
Representing the total number of all fault work orders in the current period to be allocated in the target area; />
The total number of all maintenance personnel to be scheduled in the current period to be allocated in the target area is represented; />
And the first product of the total number of all fault work orders and the total number of all maintenance personnel to be scheduled in the current period to be allocated in the target area is represented.
And S4, taking the first ratio of the second product and the first product as the tractability value of each type of fault work order in the target area.
In the invention
Is taken as the target area up to and/or during the current period to be allocated>
The easily processed degree value of the fault-like work order represents the ^ th or greater than>
The fault-like work order is sufficient for most of the maintenance personnel, and then the fault-like work order is distributed to the part with less maintenance skill, and the maintenance skill is reservedThe part of personnel with more labels is to handle other work orders of cold doors to avoid the personnel to be idle, and more reasonable personnel scheduling is carried out.
And S5, acquiring a second ratio of the number of the fault types which can be processed by each maintenance person to be scheduled in the current period to be allocated in the target area to the total number of the fault types which can be processed by the maintenance company in the target area, and taking the second ratio as the personal capability value of each maintenance person to be scheduled.
And S6, determining the weight value of each type of fault work order distributed to each maintenance person to be scheduled according to the tractability value of each type of fault work order in the current period to be distributed of the target area and the personal ability value of each maintenance person to be scheduled.
The step of determining the weight value of each type of fault work order distributed to each maintenance person to be scheduled according to the tractability value of each type of fault work order in the current period to be distributed of the target area and the personal ability value of each maintenance person to be scheduled comprises the following steps: acquiring a first square value of the tractability value of each type of fault work order in the current period to be distributed in the target area; the personal ability value of each maintenance person to be scheduled is used as a negative index of an index function to obtain a normalized personal ability value of each maintenance person to be scheduled, and a second square value of the normalized personal ability value is calculated; and determining the weight value of each fault work order to be distributed to each maintenance person to be dispatched according to the first square value corresponding to each fault work order in the current period to be distributed of the target area and the second square value corresponding to each maintenance person to be dispatched.
And S7, determining the probability that each maintenance person to be scheduled, which can process each type of fault, is allocated to each fault work order according to the weight value of each maintenance person to be scheduled, which is allocated to each fault work order, and the distance between the fault location on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault.
The step of determining the probability that each maintenance person to be scheduled, which can process each type of fault, is allocated to each fault work order according to the weight value of each maintenance person to be scheduled, which is allocated to each fault work order, and the distance between the fault location on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault, comprises the following steps: and weighting the reciprocal distance between the fault location on each type of fault work order and the position of each to-be-scheduled maintenance person capable of processing the type of fault by using the weight value of each to-be-scheduled maintenance person to which each type of fault work order is assigned, so as to obtain a weighted reciprocal distance, and taking the weighted reciprocal distance as the probability that each to-be-scheduled maintenance person capable of processing each type of fault is assigned to each type of fault work order.
And S8, completing dispatching of each fault work order according to the probability that each maintenance worker to be dispatched of each fault is allocated to each fault work order.
The probability calculation formula of each maintenance worker to be scheduled of each type of fault and the work order of each type of fault is as follows:
wherein, the first and the second end of the pipe are connected with each other,
indicates that a first->
The fifth of the class fault>
A number of service persons to be scheduled are assigned to a first ÷ based station>
The fifth in a fault-like>
Probability of individual fault work orders; />
Indicates the fifth->
A maintenance person to be scheduled; />
Indicates the fifth->
A class failure; />
Indicates the fifth->
The th in class fault>
A fault work order; />
Represents a fifth or fifth party>
The number of the fault-like work orders distributed to the target area in the current period to be distributed; />
Indicating that the target area may be processed ^ h within the current period to be allocated>
The number of maintenance personnel to be scheduled for the class fault; />
Indicates the fifth->
The th in class fault>
Location of fault and location that can be processed on fault work order>
Fault-like fifth or fifth>
The reciprocal of the distance between the positions of the maintenance personnel to be dispatched; when/is>
When it is, it indicates the target area is ^ h>
The number of fault-like work orders is greater than or equal to the number of treatable +>
The number of maintenance personnel to be scheduled for the class fault; when/is>
Indicating a first ^ target area>
The number of fault-like work orders is smaller than can be processed ^ er>
The number of maintenance personnel to be scheduled for the class fault;
The step of completing the dispatch of each fault work order according to the probability that each maintenance worker to be dispatched of each fault is allocated to each fault work order comprises the following steps: when the probability that any maintenance person to be scheduled of any type of fault is allocated to any fault work order is the maximum, allocating the maintenance person to be scheduled to the fault work order; and in the same way, dispatching each type of fault work order in the current period to be distributed of the target area is completed.
The number of the maintenance personnel to be scheduled, which can process each type of fault, is obtained according to the following steps: obtaining maintenance personnel who have finished card punching in the current period to be allocated in the target area, and recording as determined maintenance personnel; acquiring maintenance personnel of a target area which have reached the predicted completion time but are not finished by punching a card in the current period to be allocated, and recording the maintenance personnel as the maintenance personnel to be allocated; acquiring the longest time for processing each type of fault in the historical data of each person to be maintained, and acquiring the average time for processing each type of fault in the historical data of each person to be maintained; the difference between the longest time for processing each type of fault in the historical data of each to-be-determined maintenance person and the average time is rounded up to obtain the maximum deviation value for processing each type of fault by each to-be-determined maintenance person; when the maximum deviation value of each to-be-treated maintenance person for treating each type of fault is smaller than or equal to a preset first threshold value, taking the to-be-treated maintenance person as a newly-added to-be-scheduled maintenance person for treating the type of fault; and adding newly-added maintenance personnel to be scheduled, which can process each type of fault in the current period to be allocated in the target area, and the determined maintenance personnel to be scheduled to obtain the number of the maintenance personnel to be scheduled, which can process each type of fault.
If only the maintenance personnel whose target area has been checked in the current period to be allocated are used as the number of the maintenance personnel to be scheduled, a certain hidden danger exists, because the work order task and the maintenance personnel to be scheduled are changed in real time, a certain hidden danger may exist, so that the dispatch of the work order and the personnel scheduling have a vacuum period, if a certain maintenance personnel reaches the predicted maintenance completion time, but because the actual time has a deviation, the maintenance personnel cannot be counted into the maintenance personnel to be scheduled in the current period to be allocated, if the maintenance personnel finishes the allocation of a batch of fault work orders, and the maintenance personnel can be left unused.
Therefore, firstly, obtaining the maintenance personnel who have finished the card punching in the current period to be allocated in the target area, and recording as the determined maintenance personnel; and then obtaining the maintenance personnel of the target area which have reached the predicted completion time within the current period to be allocated but are not finished by punching the card, recording the maintenance personnel to be determined, and calculating the maximum deviation value of each type of fault processed by each maintenance personnel to be determined.
The calculation formula of the maximum deviation value of each type of fault processed by each maintenance person to be determined is as follows:
wherein, the first and the second end of the pipe are connected with each other,
indicates the fifth->
The person to be serviced processes the ^ h->
Maximum deviation value of class fault; />
Indicates the fifth->
Pending service personnel processing first->
Maximum time to class failure; />
Represents a fifth or fifth party>
The person to be repaired is determined>
Sub-treatment is based on>
Time of class fault, based on the status of the timer>
Indicates the fifth->
Processing first/fifth historical data of pending maintenance personnel>
Total number of class failures;
indicates the fifth->
Processing the fifth/fifth in the historical data of the individual person to be serviced>
Mean time to class failure; />
Represents an rounding up symbol; />
Represents a fifth->
The individual person to be serviced processes the historical data>
Maximum time of class fault, and ^ h>
Processing the fifth/fifth in the historical data of the individual person to be serviced>
And rounding up the difference between the average time of the similar faults to obtain the maximum deviation value of the predicted completion time and the actual completion time of the ith maintenance worker calculated according to the empirical value.
When the maximum deviation value of each type of fault processed by each maintenance person to be determined is smaller than or equal to a preset first threshold value, the preset first threshold value is
When is greater than or equal to>
And taking the maintenance personnel to be determined as newly added maintenance personnel to be scheduled for processing the type of fault.
And adding newly-added maintenance personnel to be scheduled, which can process each type of fault in the current period to be allocated in the target area, and the determined maintenance personnel to be scheduled to obtain the number of the maintenance personnel to be scheduled, which can process each type of fault.
An intelligent work order data dispatch system comprising:
the data acquisition module is used for acquiring the number of each type of fault work orders in the current period to be allocated in the target area and the number of to-be-scheduled maintenance personnel capable of processing each type of fault;
the first distribution probability calculation module is used for determining the probability that each maintenance person to be scheduled, which can process each type of fault, is distributed to each fault work order according to the distance between the fault location on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault, when the number of each type of fault work orders in the target area is greater than or equal to the number of maintenance persons to be scheduled, which can process the type of fault;
the tractability value calculation module is used for calculating a first product of the total number of all fault work orders and the total number of all maintenance personnel to be dispatched in the current period to be allocated in the target area when the number of each type of fault work orders in the target area is less than the number of the maintenance personnel to be dispatched, which can process the type of fault, and simultaneously calculating a second product of the number of each type of fault work orders and the number of the maintenance personnel to be dispatched, which can process the type of fault, in the current period to be allocated in the target area; the first ratio of the second product to the first product is used as a tractability value of each type of fault work order in the target area;
the personal ability value calculation module is used for acquiring a second ratio of the number of the fault types which can be processed by each maintenance person to be scheduled in the current period to be distributed in the target area to the total number of the fault types which can be processed by the maintenance company in the target area, and taking the second ratio as the personal ability value of each maintenance person to be scheduled;
the weighted value calculation module is used for determining the weighted value of each type of fault work order distributed to each maintenance worker to be scheduled according to the tractability value of each type of fault work order in the current period to be distributed of the target area and the personal ability value of each maintenance worker to be scheduled;
the second distribution probability calculation module is used for determining the probability that each maintenance person to be scheduled, which can process each type of fault, is distributed to each fault work order according to the weight value distributed to each maintenance person to be scheduled by each type of fault work order and the distance between the fault position on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault;
and the fault work order dispatching module is used for finishing dispatching each fault work order according to the probability that each maintenance worker to be dispatched of each fault is distributed to each fault work order.
Each module in the work order data intelligent dispatching system can correspondingly realize the steps in the work order data intelligent dispatching method, and the details are not repeated here.
The invention provides a work order data intelligent dispatching method and a work order data intelligent dispatching system, when the number of each type of fault work orders in a target area is more than or equal to the number of maintenance personnel to be dispatched, which can process the type of fault, the hand shortage of the maintenance personnel to be dispatched, which can process the type of fault, can be directly distributed according to the distance; when the number of each type of fault work orders in the target area is smaller than the number of to-be-scheduled maintenance personnel capable of processing the type of faults, the probability that each to-be-scheduled maintenance personnel capable of processing each type of faults is allocated to each fault work order is determined by combining the tractability value of the fault work orders and the personal capacity of the to-be-scheduled maintenance personnel, reasonable allocation of the to-be-scheduled maintenance personnel is achieved, and the situation that maintenance personnel with more maintenance skills are busy and maintenance personnel with less maintenance skills are idle is avoided.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents, improvements and the like that fall within the spirit and principle of the present invention are intended to be included therein.
Claims (8)
1. The intelligent work order data dispatching method is characterized by comprising the following steps:
acquiring the number of each type of fault work orders in the current to-be-distributed time period of the target area and the number of to-be-scheduled maintenance personnel capable of processing each type of fault;
when the number of each type of fault work orders in the target area is larger than or equal to the number of maintenance personnel to be scheduled, which can process the type of fault, the probability that each maintenance personnel to be scheduled, which can process each type of fault, is allocated to each fault work order is determined according to the distance between the fault location on each fault work order in each type and the position of each maintenance personnel to be scheduled, which can process the type of fault;
when the number of each type of fault work orders in the target area is smaller than the number of maintenance personnel to be scheduled, which can process the type of fault, a first product of the total number of all fault work orders in the current period to be allocated in the target area and the total number of all maintenance personnel to be scheduled is calculated, and a second product of the number of each type of fault work orders in the current period to be allocated in the target area and the number of maintenance personnel to be scheduled, which can process the type of fault, is calculated;
taking a first ratio of the second product and the first product as a tractability value of each type of fault work order in the target area;
acquiring a second ratio of the number of the fault types which can be processed by each maintenance person to be scheduled in the current period to be allocated in the target area to the total number of the fault types which can be processed by the maintenance company in the target area, and taking the second ratio as the personal capability value of each maintenance person to be scheduled;
determining the weight value of each type of fault work order distributed to each maintenance person to be scheduled according to the tractability value of each type of fault work order in the current period to be distributed of the target area and the personal ability value of each maintenance person to be scheduled;
determining the probability that each maintenance person to be scheduled, which can process each type of fault, is allocated to each fault work order according to the weight value of each maintenance person to be scheduled, which is allocated to each fault work order, and the distance between the fault location on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault;
according to the probability that each maintenance worker to be scheduled of each type of fault is distributed to each fault work order of the type, the dispatching of each fault work order is completed;
the probability calculation formula of each maintenance worker to be scheduled of each type of fault and the work order of each type of fault is as follows:
wherein the content of the first and second substances,
indicates that a first->
The fifth of the class fault>
A number of service persons to be scheduled are assigned to a first ÷ based station>
The th in class fault>
Probability of individual fault work orders; />
Indicates the fifth->
A maintenance person to be scheduled; />
Indicates the fifth->
A class failure; />
Represents a fifth or fifth party>
The fifth in a fault-like>
A fault work order; />
Indicates the fifth->
The number of the fault-like work orders distributed to the target area in the current period to be distributed;
indicating that the target area may be processed on a ^ basis within the current period to be allocated>
The number of maintenance personnel to be scheduled for the class fault; />
Indicates the fifth->
The th in class fault>
The fault location and the processable th on each fault work order>
The fifth of the class fault>
The reciprocal of the distance between the positions of the maintenance personnel to be dispatched; when/is>
When it is, it indicates the target area is ^ h>
The number of the fault-like work orders is more than or equal to the processable fifth or sixth>
The number of maintenance personnel to be scheduled for the class fault; when/is>
Indicates the number ^ th of the target area>
The number of fault-like work orders is smaller than can be processed ^ er>
The number of maintenance personnel to be scheduled for the class fault;
2. The intelligent work order data dispatching method as claimed in claim 1, wherein the step of determining the probability that each maintenance person to be scheduled, which can process each type of fault, is assigned to each fault work order of the type according to the distance between the fault location on each fault work order of the type and the location of each maintenance person to be scheduled, which can process the type of fault, comprises:
and taking the reciprocal of the distance between the fault location on each fault work order of each type and the position of each maintenance person to be scheduled, which can process the fault, as the probability that each maintenance person to be scheduled, which can process each type of fault, is allocated to each fault work order of the type.
3. The intelligent work order data dispatching method as claimed in claim 1, wherein the step of determining the weight value of each type of trouble work order to be assigned to each repairman to be dispatched according to the tractability value of each type of trouble work order in the current to-be-assigned time period of the target area and the personal ability value of each repairman to be dispatched comprises the following steps:
acquiring a first square value of the tractability value of each type of fault work order in the current period to be allocated in the target area;
the personal ability value of each maintenance person to be scheduled is used as a negative index of an index function to obtain a normalized personal ability value of each maintenance person to be scheduled, and a second square value of the normalized personal ability value is calculated;
and determining the weight value of each type of fault work order distributed to each maintenance personnel to be scheduled according to the first square value corresponding to each type of fault work order in the current period to be distributed of the target area and the second square value corresponding to each maintenance personnel to be scheduled.
4. The intelligent work order data dispatching method as claimed in claim 3, wherein the step of determining the probability that each maintenance person to be scheduled, which can process each type of fault, is assigned to each fault work order according to the weight value assigned to each maintenance person to be scheduled for each type of fault work order and the distance between the fault location on each fault work order in each type and the position of each maintenance person to be scheduled, which can process the type of fault, comprises:
and weighting the distance reciprocal between the fault location on each type of fault work order and the position of each to-be-scheduled maintenance personnel capable of processing the type of fault by using the weight value of each to-be-scheduled maintenance personnel allocated to each type of fault work order, obtaining the weighted distance reciprocal, and taking the weighted distance reciprocal as the probability that each to-be-scheduled maintenance personnel capable of processing each type of fault is allocated to each type of fault work order.
5. The intelligent work order data dispatching method as claimed in claim 1, wherein the step of completing dispatching of each fault work order according to the probability that each maintenance person to be dispatched of each fault is assigned to each fault work order of the class comprises:
when the probability that any maintenance person to be scheduled of any type of fault is allocated to any fault work order is the maximum, allocating the maintenance person to be scheduled to the fault work order;
and similarly, the dispatching of each type of fault work order in the current period to be distributed in the target area is completed.
6. The intelligent work order data dispatching method as claimed in claim 1, wherein the number of maintenance personnel to be dispatched, which can handle each type of fault, is obtained according to the following steps:
acquiring maintenance personnel of a target area which are marked within a current period to be distributed, and recording as determined maintenance personnel;
acquiring maintenance personnel of a target area which reach the predicted completion time within the current period to be allocated but are not finished by punching a card, and recording the maintenance personnel as the maintenance personnel to be allocated;
acquiring the longest time for processing each type of fault in the historical data of each person to be maintained, and acquiring the average time for processing each type of fault in the historical data of each person to be maintained;
the difference between the longest time for processing each type of fault in the historical data of each to-be-determined maintenance person and the average time is rounded up to obtain the maximum deviation value for processing each type of fault by each to-be-determined maintenance person;
when the maximum deviation value of each to-be-treated maintenance person for treating each type of fault is smaller than or equal to a preset first threshold value, taking the to-be-treated maintenance person as a newly-added to-be-scheduled maintenance person for treating the type of fault;
and adding newly-added maintenance personnel to be scheduled, which can process each type of fault in the current period to be allocated in the target area, and the determined maintenance personnel to be scheduled to obtain the number of the maintenance personnel to be scheduled, which can process each type of fault.
7. The intelligent work order data dispatching method as claimed in claim 6, wherein the calculation formula of the maximum deviation value of each type of fault processed by each maintenance person to be maintained is as follows:
wherein the content of the first and second substances,
represents a fifth or fifth party>
The person to be serviced processes the ^ h->
Maximum deviation value of class fault; />
Represents a fifth or fifth party>
The person to be serviced processes the ^ h->
Maximum time to class failure; />
Represents a fifth or fifth party>
The person to be repaired is determined>
Sub-treatment is based on>
Time of class failure; />
Represents a fifth or fifth party>
Processing the fifth/fifth in the historical data of the individual person to be serviced>
Total number of class failures; />
Represents a fifth or fifth party>
Processing first/fifth historical data of pending maintenance personnel>
Mean time to class failure; />
Indicating a rounded up symbol.
8. The utility model provides a work order data intelligence dispatch system which characterized in that includes:
the data acquisition module is used for acquiring the number of each type of fault work orders in the current period to be allocated in the target area and the number of to-be-scheduled maintenance personnel capable of processing each type of fault;
the first distribution probability calculation module is used for determining the probability that each maintenance person to be scheduled, which can process each type of fault, is distributed to each fault work order according to the distance between the fault location on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault, when the number of each type of fault work orders in the target area is greater than or equal to the number of maintenance persons to be scheduled, which can process the type of fault;
the tractability value calculation module is used for calculating a first product of the total number of all fault work orders and the total number of all maintenance personnel to be dispatched in the current period to be allocated in the target area when the number of each type of fault work orders in the target area is less than the number of the maintenance personnel to be dispatched, which can process the type of fault, and simultaneously calculating a second product of the number of each type of fault work orders and the number of the maintenance personnel to be dispatched, which can process the type of fault, in the current period to be allocated in the target area; the first ratio of the second product and the first product is used as a tractability value of each type of fault work order in the target area;
the personal ability value calculation module is used for acquiring a second ratio of the number of the fault types which can be processed by each maintenance person to be scheduled in the current period to be distributed in the target area to the total number of the fault types which can be processed by the maintenance company in the target area, and taking the second ratio as the personal ability value of each maintenance person to be scheduled;
the weighted value calculating module is used for determining the weighted value of each type of fault work order distributed to each maintenance person to be dispatched according to the tractability value of each type of fault work order in the current period to be distributed of the target area and the personal ability value of each maintenance person to be dispatched;
the second distribution probability calculation module is used for determining the probability that each maintenance person to be scheduled, which can process each type of fault, is distributed to each fault work order according to the weight value distributed to each maintenance person to be scheduled by each type of fault work order and the distance between the fault position on each fault work order and the position of each maintenance person to be scheduled, which can process the type of fault;
the fault work order dispatching module is used for finishing dispatching of each fault work order according to the probability that each maintenance worker to be dispatched of each fault is distributed to each fault work order;
the probability calculation formula of each maintenance worker to be scheduled of each type of fault and the work order of each type of fault is as follows:
wherein the content of the first and second substances,
indicates that a first->
The fifth of the class fault>
A number of maintenance personnel to be dispatched is assigned to the fifth->
The th in class fault>
Probability of individual fault work orders; />
Indicates the fifth->
A maintenance person to be scheduled; />
Indicates the fifth->
A class failure; />
Indicates the fifth->
The th in class fault>
A fault work order; />
Indicates the fifth->
The number of the fault-like work orders distributed to the target area in the current period to be distributed; />
Indicating that the target area may be processed ^ h within the current period to be allocated>
The number of maintenance personnel to be scheduled for the class fault; />
Indicates the fifth->
The th in class fault>
The fault location and the processable th on each fault work order>
The fifth of the class fault>
The reciprocal of the distance between the positions of the maintenance personnel to be dispatched; when/is>
When it is, it indicates the target area is ^ h>
The number of the fault-like work orders is more than or equal to the processable fifth or sixth>
The number of maintenance personnel to be scheduled for the class fault; when/is>
Indicates the number ^ th of the target area>
The number of fault-like work orders is less than that which can be processed at the fifth or fifth place>
The number of maintenance personnel to be scheduled for the class fault;
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