A self-improving helpdesk service system using case-based reasoning techniques
Computers in Industry
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Digitization for sharing knowledge on the shop floor in the machinery industry has been given much attention recently. To help engineers use digitization practically and efficiently, this paper proposes a method based on manufacturing case data that has a direct relation to manufacturing operations. The data are represented in XML schema, as it can be easily applied to Web-based systems on the shop floor. The definitions were made for eight manufacturing methods including machining and welding. The derived definitions consist of four divisions of metadata, work-piece, process and evaluation. Three divisions except for the ''process'' division are common to the manufacturing methods. The average number of elements for a manufacturing method is about 200. The represented schema is also used to convey knowledge such as operation standards and manufacturing troubleshooting on the shop floor. Using the definitions, a data management system is developed. It is a Web-based Q&A system, in which the engineers specify the manufacturing case data mainly by selecting from the candidates. Then, the system fills in the blank portions and/or shows messages to help complete the case data. The proposed method is evaluated through practical scenarios of arc welding and machining.