摘要
为了解决定制型设备售后维修过程中维修人员缺乏有力技术支持、信息难以得到有效利用和相关维修提醒等问题,利用"5W1H"提问技术、"ECRS"原则等技术,对维修人员的需求痛点进行分析,将设计的App系统定位为维修人员的"伙伴"、"字典"、"助手",提高了维修过程中的信息的利用率、方便维修人员获得技术支持、贴心地对维修人员进行相关的提醒。App的应用,可减轻维修人员的工作负担,提高维修效率,减少维修时间,保证高效的售后维修服务。
In order to solve the problems such as lack of strong technical support,information difficult to be effectively used and relevant maintenance reminders in the process of after-sales maintenance of customized equipment,the"5W1H"questioning technology,"ECRS"principle and other technologies had been used to analyze the demand pain points of maintenance personnel,and the designed app system was positioned as"partner","dictionary"and"assistant"of maintenance personnel.The utilization rate of information in the maintenance process was improved,the maintenance personnel was facilitated to obtain technical support,and reminded of relevant issues.The application of app can reduce the workload of maintenance personnel,improve maintenance efficiency,reduce maintenance time and ensure efficient after-sales maintenance service.
作者
邱俊豪
林展锋
陈伟文
熊希彤
梁杰彬
QIU Junhao;LIN Zhanfeng;CHEN Weiwen;XIONG Xitong;LIANG Jiebin(School of Electromechan Engineering,Guangdong University of Technology,Guangzhou 510006,China)
出处
《机电工程技术》
2020年第2期21-24,共4页
Mechanical & Electrical Engineering Technology
