关键词: 客户设备维修服务, 工作流管理技术, 数据挖掘, 企业应用集成

Abstract: To deal with problems in traditional after-sale maintenance service management, the equipment maintenance management system oriented to customer service was presented by using workflow management and data mining technology,. The functional model of the system and the architecture based on J2EE application server were analyzed. Algorithm to implement the forecast and warning for the equipment maintenance service, the development and implementation process of the equipment maintenance management system based on workflow technology were described in detail. Modeling of the maintenance service workflow, and the information exchange model of the system with other application systems and the integration technology and methods were described. Finally, a case of providing maintenance service for customer in textile machine industry was provided to illustrate the application prospect of the proposed system.

Key words: customer equipment maintenance service, workflow management technology, data mining, enterprise application integration