【作者】 罗洪波；

【导师】 李柏林；

【作者基本信息】 西南交通大学 ， 计算机软件与理论， 2008， 硕士

【摘要】 随着汽车行业竞争的日趋激烈,汽车制造企业通过提高产品质量赢得客户忠诚度的同时,更加注重对汽车提供的售后服务,售后服务已经成为企业赢得客户忠诚度和取得利润的主要来源。汽车售后服务故障件管理是汽车售后服务系统的子系统,本课题以中小型汽车制造企业为研究对象,结合某汽车制造企业(下文简称目标企业)信息化过程中对故障件管理的需求,分析了故障件管理业务及业务流程;建立了故障件管理功能模型;根据功能需求、用户的信息环境及计算机应用的特点,进行了体系结构设计;建立了基于ASP平台的系统体系结构模型、功能部署模型以及数据库概念模型和逻辑模型;详细描述了系统主要功能模块的功能实现;实现了可配置的数据交换系统。随着故障件信息化管理的实施,企业希望从故障件信息中发现规律(即知识的发现)以支持企业决策。通过查询统计功能只能发现故障件信息中的表层知识,论文根据企业对故障件管理知识发现的需求,使用数据挖掘技术发现故障件信息中的知识以达到支持企业决策的目的。选择以“服务站费用分析”为主题,采用BP神经网络算法对服务站服务费用进行深度分析辅助服务站稽查人员对服务站进行稽查以加强对服务站的监控。选择以“车型故障分析”为主题,首先应用K-means聚类分析技术对车辆行驶里程与车辆使用时间进行量化处理,然后结合FP-Growth关联规则算法挖掘隐藏在故障件信息中的知识支持企业营销决策。这些技术的应用对于故障件管理的科学性具有重要意义。更多还原

【Abstract】 With the increasingly fierce automobile industry competition, the Automobile Enterprises gain customer loyalty by promoting the product quantity, even more pay great attention to the after-sales service, meanwhile, the after-sales service has already become the best way to win the customer loyalty and obtain the main profit.The invalid parts management of automobile in after-sales service is the subsystem of the after-sales service system, by taking the Middle-small automobile enterprise as the research object, with the demand of an enterprise (the target enterprise) ,this research subject analyzes the business and business process of invalid parts management, according to the function demand, user’s information environment and the computer application’s characteristic, design the architecture model based on the ASP platform, the function deployment model, the database conceptual model and logistic model; furthermore, a detailed description of the realize in detail for the main function module, realize the data exchange system which may be disposed.Along with realizing the information management of the invalid parts, to support the enterprise decision, the enterprise wants to find a way to min the knowledge behind the invalid parts information. Using the methods of statistic and query can only provide the knowledge of surface, with the demand of the enterprise, to support the enterprise decision, this dissertation uses the data mining technology to min the knowledge.Using BP Neural Networks Analyze the theme of the service-charge of service-station to control service-charge for the enterprise expediter to monitor the service-station, with the technology of K-means cluster analysis and the FP-Growth association practical rules to min the knowledge behind the invalid parts information to support the enterprise make the marketing decision. The application of these technology has important significance for the invalid parts management.更多还原