基于异常模式识别的服务过程改进

持续地改进服务过程,是提高服务过程管理水平的重要方法之一,但在服务过程改进中往往难以识别服务缺陷产生的原因。针对这一问题,提出一种基于关联规则挖掘的服务过程缺陷识别和改进方法,以为有效改进服务过程提供决策依据。该方法在基本的关联规则算法中,引入了缺陷原因和结果互斥约束、规则前件数约束、改进度约束以及新颖性约束。仿真试验表明,该方法与传统关联规则算法相比,降低了生成规则的数目,提高了规则有效性,降低了算法运行时间,取得了更好的效果。

Service process improvement based on fault pattern recognition

The continual improvement of service processes is an important way to improve service process management,but the real causes of service failures are difficult to identify.This paper presents a service fault recognition and improvement approach based on association rules mining.The method provides a decision-making warrant for enterprises to effectively improve service processes. This approach identifies the bug cause and result restriction,the pre-rule restriction,the improvement rate restriction,and the novelty restriction to improve traditional association rules arithmetic.Experiments show that this approach reduces the number of rules and the run-times with improved efficiency compared with the traditional association rules method.