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    政大機構典藏 > 資訊學院 > 資訊科學系 > 學位論文 >  Item 140.119/75431


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    題名: 應用資料探勘技術於分析電信網路障礙查修資料
    Applying Data Mining Techniques to Analyze Troubleshooting Data in a Telecom Network
    作者: 陳心睿
    Chen, Hsin Jui
    貢獻者: 徐國偉
    Hsu, Kuo Wei
    陳心睿
    Chen, Hsin Jui
    關鍵詞: 資料探勘
    障礙查修
    顧客服務
    Data mining
    Troubleshooting
    Customer Service
    日期: 2014
    上傳時間: 2015-06-01 11:04:33 (UTC+8)
    摘要: 現今維修部門不僅是技術導向，還趨向服務型態，更是行銷的利器，背後潛在之價值更難以估計，客戶也願意選擇較專業且迅速維修的品牌。欲使維修人員績效更佳，客戶感覺良好，進而得到口碑，以留住老客戶並吸引新客戶。此研究將以電信障礙查修資料為例，著重於探勘電信數據網路之修復記錄，修復記錄包含客服人員判斷之申告原因、各區域測量台人員進行之測試內容及查修人員至現場實際修復回報結果。
    網路服務為現代人生活不可或缺的一部份，若遇到線路障礙時，可能會對客戶造成生活上之不便，也因此當線路障礙時如何儘速修復並縮短復原時間便相當緊急，處理過程中相關人員若能即時判斷並可迅速分析問題，便能減少問題的重覆和延伸，也可以確切命中核心要點，讓客戶感受到服務之迅速及高效率。
    本研究透過不同資料探勘技術分析如:分類技術、關聯法則及分群技術，冀能從中找到一種最適合本障礙查修資料之分析方式，並針對該資料做更深入分析，找到障礙原因及查修結果間之聯結。進一步可以透過實驗結果，提供客服人員有利資訊，可有效的於客戶進線申告障礙時，即快速判斷障礙原因並提供協助以解決縮短客訴時間，更進而降低公司查修成本。
    Today, the maintenance department is not only technique-oriented but also service-oriented, and it not only helps marketing but also provides great potential for the company. The customers would like to choose the brand that can offer professional and prompt maintenance service. In order to retain existing customers, attract new customers, and gain the public praise, the maintenance staff must perform better and the customers feel better. This study provides an example of analyzing telecom troubleshooting data with the focus on applying data mining techniques to the repair data of a telecom network, including problem descriptions from customers, testing results from the engineering units, and the results of repair.
    The network service is part of modern`s life. When network problems occur, they might inconvenience customers’ life. Therefore, it is important to solve the problem as soon as possible. If the maintenance staff can immediately determine and diagnose problems, they will be able to reduce chance that the problem occurs again becomes worse, and they can bring efficient services to the customers.
    This study evaluates several data mining methods, such as classification, association rule mining, and clustering methods. The goal is to find the most appropriate method that can help us analyze the data and further to find the relationship between causes of problems and results of repair. The results of experiments provide customer service useful information that can help the maintenance staff quickly determine what the problem is and quickly solve it.
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    描述: 碩士
    國立政治大學
    資訊科學學系
    100971016
    103
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0100971016
    資料類型: thesis
    顯示於類別:[資訊科學系] 學位論文

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