以文字探勘技術優化車輛維修決策支援

全球汽車數量逐年快速增加，各大汽車品牌為增加銷量，除研發提升車輛安全性及各功能外，也相當重視售維修品質，維修品質可影響其銷售量，所以各車廠對維修品質相當重視。汽車是一種結構零組件相當複雜的交通工具，維修人員除了原廠的通則性技術指導外，對於其他非通則性技術問題，需靠經驗累積或較資深的維修技師才能解決問題，除了維修人員的維修能力不一外，維修知識與經驗無法適時保存與利用，事實上目前車輛進廠時許多車主會針對進廠的原因症狀進行敘述，此敘述也會被記錄下來，因所記錄資料為非結構化資訊，故本研究將透過車廠的維修記錄與車主的問題描述，對於維修準則判斷不易及非通則性維修知識的獲得或是傳承，透過結構化及系統化的方式將其儲存，透過文字探勘技術，進行關鍵因子分析，應用於改善維修決策的建議，配合專家建議及驗證，建立問診知識庫以幫助服務廠維修人員獲得維修決策分析，以提升車廠售後服務品質。

關鍵字

文字探勘；資料探勘；車輛維修

並列摘要

Traditionally, a mechanic often rely on personal experience to inspect a vehicle even though there are some unexpected problems that are out of the original technical guidance. In order to enhance the service quality of vehicle maintenance, this thesis design a knowledge-based mechanism by capturing the problem descriptions of vehicular owners and the diagnosis results of vehicle mechanics to retrieve maintenance knowledge and experience. Therefore, this study uses a text mining technique and data analysis technologies to statistically analyze key factors and suggestions. The experimental results show that these text-mining techniques can improve the maintenance quality and therefore optimize the decision support for vehicle maintenance to enhance service quality.

並列關鍵字

Text mining ； Data miming ； Vehicle maintenance

參考文獻

[5]陳政瑜，「基於文字探勘技術探討司法裁判書之撰寫一致性：以刑事訴訟停止羈押聲請裁定書為例」，國立台灣大學資訊管理研究所，2015。

[6]Zhao Yang, Tian-hua Xu, Hai-feng Wang, “Text mining based fault diagnosis of vehicle on-board equipment for high speed railway,” IEEE 17th International Conference on Intelligent Transportation Systems (ITSC), pp. 900-905, October. 2014.

[7]N. Azam and J. Yao, “Comparison of term frequency and document frequency based feature selection metrics in text categorization,” Expert Systems with Applications, vol. 39, no. 5, pp. 4760-4768, April 2012

[8]G. Xu and H. Wang, “The development of topic models in natural language processing,” Chinese Journal of Computers, vol. 34, no. 8, pp. 1423-1436, 2011.

[9]L. Alberto, M. Riascos and G. Marcelo, “A Bayesian network fault diagnostic system for proton exchange membrane fuel cells,” J. Power Sources, vol. 165, pp. 267–278, 2007.

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