An integrated framework for effective service and repair in the automotive domain: An application of association mining and case-based-reasoning
In this paper, we propose a novel integrated framework combining association rule mining, case-based-reasoning and text mining that can be used to continuously improve service and repair in an automotive domain. The developed framework enables identification of anomalies in the field that cause customer dissatisfaction and performs root cause investigation of the anomalies. It also facilitates identification of the best practices in the field and learning from these best practices to achieve lean and effective service. Association rule mining is used for the anomaly detection and the root cause investigation, while case-based-reasoning in conjunction with text mining is used to learn from the best practices. The integrated system is implemented in a web based distributed architecture and has been tested on real life data. (C) 2011 Elsevier B.V. All rights reserved.
automotive case-based-reasoning association rule mining text mining lean service