关键词: 维修服务管理, 异常事件, 预测, 分析, 模式识别

Abstract: It is important to increase initiatives of management and control in maintenance service and to continuously improve service process in improving maintenance service management. Priority in solving these problems is to improve capability of analyzing and predicting exceptional events during service process. Therefore, based on data mining technique, a method to analyze and predict the exceptional events of the maintenance service process was proposed. This method was validated by the maintenance service records of a diesel engine factory, and it provided a new solution to build up initiatives of management and control during the maintenance service process.

Key words: maintenance service management, exceptional event, prediction, analysis, pattern recognition