WO2018201997A1 - 一种家电故障统计方法及装置 - Google Patents

一种家电故障统计方法及装置 Download PDF

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Publication number
WO2018201997A1
WO2018201997A1 PCT/CN2018/085033 CN2018085033W WO2018201997A1 WO 2018201997 A1 WO2018201997 A1 WO 2018201997A1 CN 2018085033 W CN2018085033 W CN 2018085033W WO 2018201997 A1 WO2018201997 A1 WO 2018201997A1
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Prior art keywords
fault
home appliance
faulty
home appliances
home
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PCT/CN2018/085033
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English (en)
French (fr)
Inventor
陈栋
程永甫
郭丽
李彭安
张晓菲
Original Assignee
青岛海尔空调器有限总公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Application filed by 青岛海尔空调器有限总公司 filed Critical 青岛海尔空调器有限总公司
Priority to US16/472,583 priority Critical patent/US11175334B2/en
Priority to EP18794374.1A priority patent/EP3547236A4/en
Publication of WO2018201997A1 publication Critical patent/WO2018201997A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/20—Administration of product repair or maintenance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • G06Q10/087—Inventory or stock management, e.g. order filling, procurement or balancing against orders
    • G06Q10/0875—Itemisation or classification of parts, supplies or services, e.g. bill of materials
    • G—PHYSICS
    • G01—MEASURING; TESTING
    • G01R—MEASURING ELECTRIC VARIABLES; MEASURING MAGNETIC VARIABLES
    • G01R31/00—Arrangements for testing electric properties; Arrangements for locating electric faults; Arrangements for electrical testing characterised by what is being tested not provided for elsewhere
    • G01R31/28—Testing of electronic circuits, e.g. by signal tracer
    • G01R31/282—Testing of electronic circuits specially adapted for particular applications not provided for elsewhere
    • G01R31/2825—Testing of electronic circuits specially adapted for particular applications not provided for elsewhere in household appliances or professional audio/video equipment
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales

Definitions

  • the invention relates to the field of fault handling of home appliances, and in particular to a method and device for counting faults of home appliances.
  • the embodiment of the invention provides a method and a device for counting faults of household appliances, so as to solve the problem that the preset components are not able to track and summarize the equipment faults caused by the preset components after being applied to the home appliances.
  • a brief summary is given below. This generalization is not a general comment, nor is it intended to identify key/critical constituent elements or to describe the scope of protection of these embodiments. Its sole purpose is to present some concepts in a simplified form as a prelude to the following detailed description.
  • a home appliance fault statistics method is provided.
  • a home appliance fault statistics method includes:
  • determining the failure rate of the plurality of home appliances according to the operating parameter information and the fault code includes:
  • the method further includes:
  • the failure rate is sent to the fault statistics system.
  • the method further includes:
  • the method further includes:
  • Obtain a machine code for a plurality of home appliances including a home appliance model, a production plant and a line body, a production date, and a component batch.
  • a second aspect of the present invention provides a home appliance failure statistical device.
  • a home appliance fault statistics device includes:
  • a signal receiver configured to acquire operation parameter information of a plurality of home appliances, wherein the plurality of home appliances are installed with preset components; and acquiring fault information of at least one faulty home appliance of the plurality of home appliances, the fault
  • the information includes the fault code
  • a processor configured to determine, according to the operating parameter information and the fault code, a failure rate of the multiple appliances.
  • the processor is further configured to determine a fault of the faulty home appliance according to the operating parameter information and the fault code; and determine the fault rate according to the fault of the faulty appliance.
  • the method further includes: a signal transmitter;
  • the processor is further configured to compare the failure rate with a preset failure threshold; if the failure rate is greater than the failure threshold, send the failure rate to the signal transmitter;
  • the signal transmitter is configured to send the failure rate to a fault statistics system.
  • the signal receiver is further configured to acquire user information of the faulty home appliance
  • the signal transmitter is further configured to send, according to the user information, a fault of the faulty home appliance to the customer service server.
  • the signal receiver is further configured to acquire a machine code of a plurality of home appliances, the machine code including a home appliance model, a production plant and a line body, a production date, and a component batch.
  • the home appliance fault statistics method and device provided by the embodiments of the present invention realize statistics on failure rates of multiple home appliances with preset components installed.
  • FIG. 1 is a schematic flow chart of a method for statistically calculating a home appliance failure according to an exemplary embodiment
  • FIG. 2 is a schematic flowchart of a method for statistically calculating a home appliance failure according to an exemplary embodiment
  • FIG. 3 is a schematic flowchart diagram of a home appliance fault statistics method according to an exemplary embodiment
  • FIG. 4 is a structural block diagram of a home appliance fault statistics apparatus according to an exemplary embodiment
  • FIG. 5 is a structural block diagram of a home appliance fault statistics apparatus according to an exemplary embodiment.
  • a predetermined component refers to a component having the same structural features and functional characteristics; for example, a component produced by the same manufacturer on the same production date by the same production process.
  • the fault code is the fault signal generated after the fault of the appliance, such as the external fan overload protection, the shell top high temperature protection, the communication fault, the evaporator anti-freeze protection, and the system high temperature protection.
  • the fault is a fault of the home appliance determined according to one or more fault codes and home appliance operating state parameters, including: room temperature sensor fault, refrigeration system fault, tube temperature sensor fault, overcurrent protection, and the like.
  • the fault category refers to the classification of faults.
  • the fault category corresponds to one or more faults, which can be understood as the division of fault types.
  • the fault statistics system is a system for counting equipment failures caused by different preset components. If the fault statistics system is a manufacturing plant system, the manufacturing plant can perform key restoration analysis on preset components according to statistical results, and preset Technical improvements in parts.
  • FIG. 1 is a flowchart of a home appliance fault statistics method according to an exemplary embodiment
  • the appliance fault statistics method includes:
  • Step S101 obtaining operation parameter information of a plurality of home appliances, and installing a preset component in each of the plurality of home appliances;
  • Step S102 Acquire fault information of at least one faulty home appliance of the plurality of home appliances, where the fault information includes a fault code;
  • Step S103 determining a failure of the faulty home appliance and a failure rate of the plurality of home appliances corresponding to the fault according to the operation parameter information and the fault code.
  • step S103 the operating parameter information of the faulty home appliance is determined from the acquired operating parameter information of the plurality of home appliances, and the failure rate of the plurality of home appliances is determined according to the operating parameter information of the faulty home appliance and the fault code.
  • the failure rate corresponds to the occurrence of failure of the plurality of home appliances; and the failure is determined according to the operation parameter information and the failure code of the faulty home appliance.
  • the fault is determined according to the preset fault determination strategy, and the fault determination strategy includes the fault code and the operation parameter information corresponding to the fault.
  • the number of home appliances in the plurality of home appliances that have the fault is counted, and then the fault rate corresponding to the fault is calculated.
  • the failure rate is the proportion of home appliances in which the failure occurs in a plurality of home appliances.
  • the operation parameter information includes at least an operation status parameter; the operation parameter information may further include a running time point of the home appliance.
  • the fault information includes at least the fault code.
  • the failure rate of multiple home appliances with preset components can be counted, and the fault information of multiple home appliances that install small batch components cannot be tracked in the prior art. And summary questions.
  • determining the failure rate of the plurality of appliances according to the operation parameter information and the fault code includes:
  • the failure rate of multiple home appliances is determined.
  • the analysis strategy includes: different fault codes, different running state parameters, and corresponding faults.
  • the analysis strategy includes: different fault codes, different running state parameters, and corresponding faults.
  • the method includes:
  • step S201 the operating status of the plurality of home appliances in which the preset components are installed is monitored, and the operating parameter information of each home appliance in the plurality of home appliances, that is, the operation log is recorded in the database.
  • the database stores media access control MAC addresses, operation logs, and component batches of each home appliance in a plurality of home appliances.
  • the operation log is based on a summary of the monitoring results of the operating states of the appliances in the plurality of home appliances, and records one or more operating state parameters corresponding to different operating time points.
  • the parts and components of multiple home appliances are the same.
  • the component batch corresponds to the preset component.
  • Step S202 receiving a fault report message sent by the faulty home appliance in the plurality of home appliances; the fault report message carries the fault code and the MAC address of the faulty home appliance;
  • Step S203 The operating log of the faulty home appliance in the fault time period is retrieved from the database by using the MAC address of the faulty home appliance as an index.
  • the fault period is a period of time from a fixed time period before and after the time when the fault report message is received. Further, the fixed duration is 10 min. If the time point of the fault report message is 10 points, the fault time period is: 10 minutes before 10 points and 10 minutes after 10 points, that is, from 9:50 to 10:10.
  • Step S204 determining, according to the fault code and the operation log of the faulty home appliance in the fault time period, the fault of the faulty home appliance and recording in the database;
  • step S205 the failure rate corresponding to the failure of the plurality of home appliances of the component batch is calculated.
  • the MAC address of the home appliance is unique, it can be indexed by the MAC address of the home appliance, and query information about the operating state parameters, component batches, fault categories, etc. of the home appliance; in addition, different time periods are stored in the database.
  • the amount of data in the part is relatively large.
  • the data is first recorded in the cache, and the storage time is set.
  • the storage time is 30min. If the appliance does not fail within 30 minutes of the preset storage time, it will not be stored and replaced by the new record; if the appliance fails within 30 minutes of the preset storage time, it will be adjusted according to the MAC address of the appliance. Taking the operating state parameter of a certain home appliance within a fixed period of time before and after receiving the fault report message, such as before and after 10 minutes; if the running state parameter of a home appliance is stored in the cache, This part of the information is stored in the database.
  • the home appliance fault statistics method monitors the operating state of a plurality of home appliances installed with preset components, and analyzes the fault category of the home appliance after a fault occurs in one of the plurality of home appliances, and counts The failure rate of this fault category for multiple appliances with preset components installed.
  • step S205 in step S205:
  • the failure rate corresponding to the failure type of the plurality of home appliances of the component batch is calculated based on the number of home appliances in which the plurality of home appliances have a failure type recorded in the failure information.
  • the fault information of all the home appliances in which the component batch is installed is recorded. According to the fault information, the number of home appliances in the fault category and the number of times the fault category exists in each appliance can be obtained. For example, the component batch is 101. The number of home appliances is 100, and 60 of them have failed in the refrigeration system. If the failure rate is a percentage of the number of home appliances that have failed to transmit, the failure rate is 60%.
  • the method further includes:
  • the failure rate is sent to the fault statistics system.
  • the failure rate is calculated and sent to the fault statistics system every time, the data of the fault statistics system will be received and processed too much.
  • the frequency of occurrence of some fault categories is extremely low, and the failure rate of these fault categories cannot be Represents a device failure caused by a batch of parts and is therefore not suitable for sending this information to the fault statistics system.
  • the process of judging is added, and the failure rate is compared with the preset is the fault threshold. If the fault threshold is exceeded, the operation of sending the failure rate to the fault statistics system is performed.
  • the preset fault threshold is entered in advance, different component batches and different fault categories, corresponding to different failure rates; further, the preset is 20%.
  • the method further includes:
  • the fault of the faulty home appliance is sent to the customer service server.
  • the user information may be recorded in a database, or obtained by receiving a message sent by the client.
  • User information can include the user's phone number and address.
  • the fault processing request carries the fault of the faulty home appliance and the user information.
  • the purpose of sending user information is to enable the client server to obtain the user's phone number and address, and to provide after-sales service more quickly. If the fault handling request only carries the fault of the faulty home appliance and the MAC address of the faulty home appliance, the customer service server can also know how to provide after-sales service according to the fault, and query the address of the user according to the MAC address of the faulty home appliance, that is, the address of the home appliance installation.
  • the fault handling request is sent to the client server at the location of the faulty home appliance. Specifically, the client server is determined based on the user address.
  • the method further includes:
  • the machine code includes the appliance model, production plant and line body, production date, and component batch.
  • the machine code is composed of 20 digits or a combination of letters; and the meanings of characters at different positions in the machine code are defined, including information on the model of the appliance, the production plant and the line body, the date of manufacture, and the batch of parts;
  • the first 9 digits of the machine code represent the model of the appliance, the 10th to 11th represent the batch of parts, the 12th to 13th represent the production plant and the line body, the 14th to 16th represent the production date, the 17th to 20th Represents the machine serial number in the batch of parts;
  • a machine code is: AB8ZF0U0601NSGA50120; among them, AB8ZF0U06 represents the 9-digit code corresponding to the home appliance model; 01 represents the batch of parts; NS stands for the production plant and line body; GA5---- represents the production date is October 5, 2016 ;0120---- represents the number of machines corresponding to the batch of the component is the 120th.
  • the machine code in order to provide data transmission and recognition speed, is defined such that the machine code includes a plurality of machine information, such as a home appliance model, a production plant and a line body, a production date, a component batch, and the like; By identifying the information corresponding to the machine coded bits, the above information can be quickly obtained.
  • machine information such as a home appliance model, a production plant and a line body, a production date, a component batch, and the like.
  • the method before acquiring the operating parameter information of the plurality of home appliances, the method further includes:
  • the running status acquisition message carries a reporting period, and the reporting period is 30s.
  • This embodiment discloses a process of establishing a communication connection and a message requesting that each home appliance in a plurality of home appliances report an operation state.
  • FIG. 3 is a schematic diagram of a specific process of the method in the embodiment of FIG. 1; as shown in FIG. 3, including a cloud, a home appliance, and a mobile application (Application, APP) .
  • the MAC address and machine code of the home appliance are unique. After the home appliance is produced, the MAC address corresponds to the machine code one by one, and is stored in the server database, that is, the cloud; wherein the machine code can include the home appliance model, the production plant and the line body, and the production. Date, small batch attributes, etc.; small batch attributes are batches of a small batch of new parts;
  • a new component is a preset component, such as a new temperature sensor
  • a small batch of n-home appliances will be produced on a certain day, and a new temperature sensor is installed in all of the n appliances;
  • the cloud will enter the MAC address and machine code of the small batch of n home appliances; the cloud can filter out the data entered from the database by small batch attributes, ie component batches, component batches corresponding to the new temperature sensor.
  • the cloud associates the user's phone number and address information with the MAC address and machine code of the home appliance; optionally, the user's phone number and address can be entered into the cloud after the installer completes the installation, or When the user logs in to the APP, it is recorded in the APP and then transmitted by the APP to the cloud record;
  • the MAC address is uploaded to the cloud, and the running status of the home appliance is simultaneously reported to the cloud and the APP in real time; that is, in this process, after the home appliance completes the device access and the binding with the APP, the APP can control or display the home appliance.
  • the home appliance will also report to the cloud, inform the cloud of its MAC address, and inform the cloud that it has completed the binding process with the mobile APP.
  • the purpose of reporting the running status of the appliance to the cloud is to allow the cloud to record so that After the home appliance sends the fault code to the cloud, the cloud can retrieve the operating state of the appliance from the database for a period of time before and after the fault occurs, such as: relevant parameters before and after the fault, such as indoor and outdoor ring temperature, coil temperature, press current and The trend between frequency and the like, so that the cloud analyzes the fault category of the appliance according to the fault code and the running state.
  • step S301 after the appliance fault occurs in step S301, the fault code is simultaneously reported to the cloud and the APP, that is, steps S302 and S304;
  • Step S303 the APP displays that the home appliance has fault and fault information, and displays 400 after-sales telephones;
  • Step S305 the cloud sends a fault report message to the after-sales system, and the fault report message carries the fault category.
  • the cloud parses the home appliance model, the user's phone number, and the address through the MAC address of the faulty home appliance, and determines the fault category, that is, the type of the fault and the solution.
  • the after-sales outlet knows the fault of the appliance, and actively contacts the user to quickly process the door; in this step, the cloud will be based on the period before and after the failure of the appliance
  • the running status of the monitored home appliance, and the fault code fed back by the appliance determining the fault category; then determining the solution corresponding to the fault category according to the preset fault resolution strategy; and then according to the user address recorded in the cloud,
  • the latest sales after the user is filtered out, and a fault report message is sent to the after-sales system to notify the customer of the after-sales service.
  • the fault report message carries the home appliance model, the user's phone number, the address, the fault category, and the solution.
  • Step S306 the cloud calculates the failure rate according to the fault code and the running state of the monitored home appliance within a period of time before the fault occurs in the appliance;
  • Step S307 the cloud compares the failure rate with the set value, if the set value is exceeded, then proceeds to step S308;
  • Step S308 the cloud sends the failure rate to the fault statistics system
  • the cloud parses the production plant and line body and production date information from the database, and sends the failure rate of the fault category to the fault statistics system, such as development, manufacturing, and new component suppliers to perform component reduction analysis and manufacturing process. analysis;
  • the cloud can count the failure rate of different fault categories for n home appliances with preset components, and feed back to the development and manufacturing plant system;
  • the fault condition of the n home appliances with the preset components is started, and the failure rate of the fault category occurs in the batch of home appliances;
  • the fault record of the n appliances can be retrieved through a small batch of attributes, and then the number of home appliances in which the fault category occurs is counted, and then the fault rate is calculated according to the number, and the fault rate is the same as the fault.
  • the threshold is set to determine. If the failure rate exceeds the set value, the result is fed back to the development, manufacturing plant, and new component supplier for key reduction analysis. If it is not exceeded, the monitoring is continued.
  • the home appliance fault statistics method provided in this embodiment can make the after-sales service react quickly after the occurrence of the home appliance failure, and actively contact the user for processing.
  • the most important thing is that n home appliances with preset components can be tracked in the cloud, analyze the effect, and realize the statistics and feedback of the failure rate, which is conducive to the research and development of new parts.
  • a home appliance fault statistics apparatus is provided.
  • FIG. 4 is a block diagram showing the functional structure of a home appliance fault statistic apparatus according to an exemplary embodiment. As shown in FIG. 4, in some exemplary embodiments, the apparatus includes:
  • the signal receiver 401 is configured to acquire operation parameter information of the plurality of home appliances, and the plurality of home appliances are installed with preset components; and acquire fault information of at least one faulty home appliance of the plurality of home appliances, and the fault information includes a fault code;
  • the processor 402 is configured to determine, according to the operating parameter information and the fault code, a fault of the faulty home appliance and a fault rate of the plurality of home appliances corresponding to the fault.
  • the processor 402 is further configured to determine operating parameter information of the faulty home appliance from the acquired operating parameter information of the plurality of home appliances, and determine a failure rate of the plurality of home appliances according to the operating parameter information and the fault code of the faulty home appliance.
  • the failure rate corresponds to the occurrence of failure of the plurality of home appliances; and the failure is determined according to the operation parameter information and the failure code of the faulty home appliance.
  • the fault is determined according to the preset fault determination strategy, and the fault determination strategy includes the fault code and the operation parameter information corresponding to the fault.
  • the processor 402 is further configured to count, according to the determined fault, the number of home appliances in the plurality of home appliances that have the fault, and further calculate a fault rate corresponding to the fault.
  • the failure rate is the proportion of home appliances in which the failure occurs in a plurality of home appliances.
  • the operation parameter information includes at least an operation status parameter; the operation parameter information may further include a running time point of the home appliance.
  • the fault information includes at least the fault code.
  • the failure rate of multiple home appliances with preset components can be counted, and the fault information of multiple home appliances that install small batch components cannot be tracked in the prior art. And summary questions.
  • the processor 402 is further configured to determine a fault of the faulty home appliance according to the operating parameter information and the fault code, and determine a fault rate of the plurality of home appliances according to the fault of the faulty home appliance.
  • the processor 402 determines the failure rate according to the preset analysis strategy.
  • the analysis strategy includes: different fault codes, different operating state parameters, and corresponding faults.
  • the processor 402 can determine the fault of the faulty home appliance by querying the analysis strategy by using the operating state parameter and the fault code of the faulty home appliance.
  • the apparatus further includes: a signal transmitter 403;
  • the processor 402 is further configured to compare the failure rate with a preset failure threshold; if the failure rate is greater than the failure threshold, send the failure rate to the signal transmitter;
  • a signal transmitter 403 is configured to send a failure rate to the fault statistics system.
  • the process of judging is added, and the failure rate is compared with the preset is the fault threshold. If the fault threshold is exceeded, the operation of sending the failure rate to the fault statistics system is performed.
  • the preset fault threshold is entered in advance, different component batches and different faults, corresponding to different failure rates; further, the fault preset is 20%.
  • the signal receiver 401 is further configured to acquire user information of the faulty home appliance
  • the signal transmitter 403 is further configured to send a fault of the faulty home appliance to the customer service server according to the user information.
  • the user information may be recorded in a database, or obtained by receiving a message sent by the client.
  • User information can include the user's phone number and address.
  • the signal transmitter 403 sends a fault processing request to the customer service server, and the fault processing request carries the fault of the home appliance and the user information.
  • the purpose of sending user information is to enable the client server to obtain the user's phone number and address, and to provide after-sales service more quickly. If the fault handling request only carries the fault of the faulty home appliance and the MAC address of the faulty home appliance, the customer service server can also know how to provide after-sales service according to the fault of the faulty home appliance, and query the address of the user according to the MAC address of the faulty home appliance, that is, the home appliance installation. the address of.
  • the signal receiver 401 is further configured to acquire machine code of a plurality of home appliances, and the machine code includes a home appliance model, a production plant and a line body, a production date, and a component batch.
  • the machine code includes the appliance model, production plant and line body, production date, and component batch.
  • the machine code is composed of 20 digits or a combination of letters; and the meanings of characters at different positions in the machine code are defined, including information on the model of the appliance, the production plant and the line body, the date of manufacture, and the batch of parts;
  • the first 9 digits of the machine code represent the model of the appliance, the 10th to 11th represent the batch of parts, the 12th to 13th represent the production plant and the line body, the 14th to 16th represent the production date, the 17th to 20th Represents the machine serial number in the batch of parts;
  • a machine code is: AB8ZF0U0601NSGA50120; among them, AB8ZF0U06 represents the 9-digit code corresponding to the home appliance model; 01 represents the batch of parts; NS stands for the production plant and line body; GA5---- represents the production date is October 5, 2016 ;0120---- represents the number of machines corresponding to the batch of the component is the 120th.
  • the machine code in order to provide data transmission and recognition speed, is defined such that the machine code includes a plurality of machine information, such as a home appliance model, a production plant and a line body, a production date, a component batch, and the like; By identifying the information corresponding to the machine coded bits, the above information can be quickly obtained.
  • machine information such as a home appliance model, a production plant and a line body, a production date, a component batch, and the like.
  • the apparatus includes:
  • the signal receiver 501 is configured to receive monitoring results of a plurality of home appliances installed with preset components, and the monitoring result carries an operation log of each home appliance in the plurality of home appliances; and receives a fault report message sent by the faulty home appliance in the plurality of home appliances, The fault report message carries the fault code and the MAC address of the faulty home appliance;
  • the processor 502 is configured to: retrieve, by using a MAC address of the faulty home appliance, an operation log of the faulty home appliance in the fault time period; the fault time period is a time period that is fixed and fixed before and after the time point when the fault report message is received;
  • the signal transmitter 503 is configured to send a failure rate to the fault statistics system.
  • the parts and components of multiple home appliances are the same.
  • the component batch corresponds to the preset component.
  • the fixed duration is 10 min. If the time point of the fault report message is 10 points, the fault time period is: 10 minutes before 10 points and 10 minutes after 10 points, that is, from 9:50 to 10:10.
  • the appliance fault statistics device monitors the running state of a plurality of home appliances installed with preset components, and analyzes the fault of the home appliance after a fault occurs in one of the plurality of home appliances, and counts The failure rate of the fault of multiple appliances installed in the same batch of parts is then sent to the fault statistics system.
  • the device of the invention it is possible to track and summarize the operating states, faults and corresponding failure rates of a plurality of home appliances with preset components installed.
  • the processor 502 is further configured to query, in the database, fault information of multiple home appliances according to the component batch and the fault of the faulty home appliance;
  • the failure rate corresponding to the failure of the plurality of home appliances of the component batch is calculated based on the number of the home appliances in which the plurality of home appliances are faulty recorded in the failure information.
  • the above embodiment provides a method for the processor to calculate the failure rate.
  • the fault information of all the home appliances in which the component batch is installed is recorded, and the number of faulty home appliances and the faults of each appliance can be obtained according to the fault information.
  • the number of times for example, the number of home appliances with a component batch of 101 installed is 100, and 60 failures have occurred in the refrigeration system. If the failure rate is a percentage of the number of home appliances that have failed to transmit, the failure rate is 60%.
  • the processor 502 is further configured to compare the failure rate with a preset failure threshold, and if the failure threshold is exceeded, send the failure rate to the signal transmitter.
  • the operational log includes a runtime point of time and an operational state parameter corresponding to the runtime point of time;
  • the signal receiver 501 is further configured to receive an operation status report message sent by each home appliance of the plurality of home appliances;
  • the processor 502 is further configured to parse the running status report message, obtain a MAC address of each home appliance in the plurality of home appliances, a running time point, and an operating state parameter corresponding to the running time point.
  • the signal receiver 501 receives an operation status report message generated by each of the plurality of home appliances in a fixed time, and the processor 502 acquires the message and records the operation log of each home appliance in the database. Further, the fixed time is 30 s.
  • the method further includes:
  • the memory 504 is configured to record in the database according to the fault of the faulty home appliance determined by the processor 502; and, for storing the operating parameter information of the plurality of home appliances acquired by the signal receiver 501, such as the running log in the above embodiment.

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Abstract

本发明公开了一种家电故障统计方法，属于家电的故障处理领域。该方法包括：获取多台家电的运行参数信息，所述多台家电均安装有预设零部件；获取所述多台家电中的至少一台故障家电的故障信息，所述故障信息包括故障代码；根据所述运行参数信息和所述故障代码，确定故障家电的故障和对应于所述故障的所述多台家电的故障率。此外，本文还提供一种家电故障统计装置。采用本发明所述的方法或装置，实现对安装预设零部件的多台家电的故障率进行统计。

Description

一种家电故障统计方法及装置
本申请基于申请号为201710302175.1、申请日为2017.05.02的中国专利申请提出，并要求该中国专利申请的优先权，该中国专利申请的全部内容在此引入本申请作为参考。
技术领域
本发明涉及家电的故障处理领域，特别涉及一种家电故障统计方法及装置。
背景技术
家电在使用过程中会出现故障，每当出现故障时，我们比较常见的处理方式是联系家电售后，售后会根据描述的状态初步判断什么情况之后会派修理人员上门修理。智能家电的零部件需要不断的更新迭代，新零部件验证合格后投入小批试产时，如何更快地获取及分析应用效果或故障信息，为后面的零部件改进及大批量产提供一些数据依据。现在市场上，家电故障一般通过市场售后人员现场分析反馈，效率不高；预设零部件应用于家电后无法对预设零部件引发的设备故障进行跟踪和汇总分析。随着物联网技术的发展，物联网家电使用的越来越普遍的情况下，为解决这些问题提供了技术保障。
发明内容
本发明实施例提供了一种家电故障统计方法及装置，以解决现有技术中预设零部件应用于家电后无法对预设零部件引发的设备故障进行跟踪和汇总分析的问题。为了对披露的实施例的一些方面有一个基本的理解，下面给出了简单的概括。该概括部分不是泛泛评述，也不是要确定关键/重要组成元素或描绘这些实施例的保护范围。其唯一目的是用简单的形式呈现一些概念，以此作为后面的详细说明的序言。
根据本发明实施例的第一方面，提供了一种家电故障统计方法。
在一些示例性的实施例中，一种家电故障统计方法，包括：
获取多台家电的运行参数信息，所述多台家电均安装有预设零部件；
获取所述多台家电中的至少一台故障家电的故障信息，所述故障信息包括故障代码；
根据所述运行参数信息和所述故障代码，确定故障家电的故障和对应于所述故障的所述多台家电的故障率。
在一些说明性的实施例中，所述根据运行参数信息和所述故障代码，确定所述多台家电的故障率，包括：
根据所述运行参数信息和所述故障代码，确定所述故障家电的故障；
根据所述故障家电的故障，确定所述多台家电的故障率。
在一些说明性的实施例中，在所述确定所述故障率后，还包括：
将所述故障率与预设的故障阈值进行比较；
如果所述故障率大于所述故障阈值，向故障统计系统发送所述故障率。
在一些说明性的实施例中，在所述确定所述故障家电的故障后，还包括：
获取所述故障家电的用户信息；
根据所述用户信息，确定客服服务器，向所述客服服务器发送所述故障家电的故障。
在一些说明性的实施例中，还包括：
获取多台家电的机器编码，所述机器编码包括家电型号、生产工厂及线体、生产日期、零部件批次。
本发明的第二个方面是提供一种家电故障统计装置。
在一些示例性的实施例中，一种家电故障统计装置，包括：
信号接收器，用于获取多台家电的运行参数信息，所述多台家电均安装有预设零部件；以及，获取所述多台家电中的至少一台故障家电的故障信息，所述故障信息包括故障代码；
处理器，用于根据所述运行参数信息和所述故障代码，确定所述多台家电的故障率。
在一些可选的实施例中，
所述处理器，还用于根据所述运行参数信息和所述故障代码，确定所述故障家电的故障；以及，根据所述故障家电的故障，确定所述故障率。
在一些可选的实施例中，还包括：信号发射器；
所述处理器，还用于将所述故障率与预设的故障阈值进行比较；如果所述故障率大于所述故障阈值，向所述信号发射器发送所述故障率；
所述信号发射器，用于向故障统计系统发送所述故障率。
在一些可选的实施例中，
所述信号接收器，还用于获取所述故障家电的用户信息；
所述信号发射器，还用于根据所述用户信息，向所述客服服务器发送所述故障家电的故障。
在一些可选的实施例中，
所述信号接收器，还用于获取多台家电的机器编码，所述机器编码包括家电型号、生产工厂及线体、生产日期、零部件批次。解决了现有技术中无法对安装小批次零部件的多台家电的故障信息进行追踪和汇总的问题。
本发明的实施例提供的家电故障统计方法和装置，实现对安装预设零部件的多台家电的故障率进行统计。
应当理解的是，以上的一般描述和后文的细节描述仅是示例性和解释性的，并不能限制本发明。
附图说明
此处的附图被并入说明书中并构成本说明书的一部分，示出了符合本发明的实施例，并与说明书一起用于解释本发明的原理。
图1是根据一示例性实施例示出的一种家电故障统计方法的流程示意图；
图2是根据一示例性实施例示出的一种家电故障统计方法的具体流程示意图；
图3是根据一示例性实施例示出的一种家电故障统计方法的具体流程示意图；
图4是根据一示例性实施例示出的一种家电故障统计装置的结构框图；
图5是根据一示例性实施例示出的一种家电故障统计装置的结构框图。
具体实施方式
以下描述和附图充分地示出本发明的具体实施方案，以使本领域的技术人员能够实践它们。实施例仅代表可能的变化。除非明确要求，否则单独的部件和功能是可选的，并且操作的顺序可以变化。一些实施方案的部分和特征可以被包括在或替换其他实施方案的部分和特征。本发明的实施方案的范围包括权利要求书的整个范围，以及权利要求书的所有可获得的等同物。在本文中，各实施方案可以被单独地或总地用术语“发明”来表示，这仅仅是为了方便，并且如果事实上公开了超过一个的发明，不是要自动地限制该应用的范围为任何单个发明或发明构思。本文中，诸如第一和第二 等之类的关系术语仅仅用于将一个实体或者操作与另一个实体或操作区分开来，而不要求或者暗示这些实体或操作之间存在任何实际的关系或者顺序。而且，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、方法或者设备不仅包括那些要素，而且还包括没有明确列出的其他要素本文中各个实施例采用递进的方式描述，每个实施例重点说明的都是与其他实施例的不同之处，各个实施例之间相同相似部分互相参见即可。对于实施例公开的结构、产品等而言，由于其与实施例公开的部分相对应，所以描述的比较简单，相关之处参见方法部分说明即可。
在本发明中，预设零部件是指具有相同结构特征和功能特性的一类零部件；例如同一生产厂家在同一生产日期，采用同一生产工艺生产的零部件。
故障代码，是家电发生故障后产生的故障信号，比如外风机过载保护、壳顶高温保护、通讯故障、蒸发器防冻结保护、系统防高温保护等。
故障，是根据一个或多个故障代码和家电运行状态参数确定的家电的故障，包括：室温传感器故障、制冷系统故障、管温传感器故障、过电流保护等。故障类别，是指对故障进行了分类，故障类别对应于一个或多个故障，可以理解为对故障的类型进行了划分。
故障统计系统，是用于统计不同预设零部件引发的设备故障的系统，如故障统计系统是制造工厂系统，则制造工厂可以根据统计结果对预设零部件作重点还原分析，并对预设零部件进行技术改进。
图1是根据一示例性实施例示出的一种家电故障统计方法的流程图；
在一些示例性的实施例中，家电故障统计方法包括：
步骤S101，获取多台家电的运行参数信息，多台家电均安装有预设零部件；
步骤S102，获取多台家电中的至少一台故障家电的故障信息，故障信息包括故障代码；
步骤S103，根据运行参数信息和故障代码，确定故障家电的故障和对应于故障的多台家电的故障率。
可选的，在步骤S103中从获取的多台家电的运行参数信息，确定故障家电的运行参数信息，根据故障家电的运行参数信息和故障代码，确定多台家电的故障率。
其中，故障率对应于多台家电的发生的故障；而故障是根据故障家电的运行参数信息和故障代码确定的。具体的，根据预置的故障判定策略确定故障，故障判定策略 包括故障对应的故障代码和运行参数信息。
进一步的，根据确定的故障，统计多台家电中发生该故障的家电数量，进而计算对应于该故障的故障率。故障率为发生该故障的家电在多台家电中的占比。
其中，运行参数信息至少包括运行状态参数；运行参数信息还可以包括家电的运行时间点。故障信息至少包括故障代码。
采用上述实施例的家电故障统计方法，可以对安装预设零部件的多台家电的故障率进行统计，解决了现有技术中无法对安装小批次零部件的多台家电的故障信息进行追踪和汇总的问题。
在一些可选的实施例中，根据运行参数信息和故障代码，确定多台家电的故障率，包括：
根据运行参数信息和故障代码，确定故障家电的故障；
根据故障家电的故障，确定多台家电的故障率。
可选的，在本端有预置的分析策略，分析策略中包括：不同的故障代码、不同的运行状态参数，以及所对应的故障。通过故障家电的运行状态参数和故障代码，查询分析策略，即可确定故障家电的故障。
下面，通过图2对本实施例进行举例说明，如图2所示，方法包括：
步骤S201，对安装预设零部件的多台家电的运行状态进行监测，在数据库中记录多台家电中各家电的运行参数信息，即运行日志。
其中，数据库存储多台家电中的各家电的媒体访问控制MAC地址、运行日志、零部件批次。运行日志，是根据对多台家电中各家电的运行状态监测结果的汇总，记录了对应于不同运行时间点的一个或多个运行状态参数。
其中，由于多台家电均安装了预设零部件，因此多台家电的零部件批次相同。零部件批次与预设零部件相对应。
步骤S202，接收多台家电中的故障家电发送的故障报告消息；故障报告消息携带故障代码和故障家电的MAC地址；
步骤S203，以故障家电的MAC地址为索引，从数据库中调取故障家电在故障时间段内的运行日志。
其中，故障时间段是距接收到故障报告消息的时间点前后固定时长的时间段。进一步的，固定时长为10min。如故障报告消息的时间点为10点，则故障时间段为：10点前10min和10点后10min，即从9点50分到10点10分。
步骤S204，根据故障代码和故障家电在故障时间段内的运行日志，确定故障家电的故障并记录于数据库；
步骤S205，计算零部件批次的多台家电的对应于故障的故障率。
在数据库中，因为家电的MAC地址唯一，因此可以通过家电的MAC地址进行索引，查询对应该家电的运行状态参数、零部件批次、故障类别等信息；此外，在数据库中会存储不同时间段内检测的家电的运行状态参数，即运行日志。
进一步的，由于需要不断对家电的运行状态参数进行记录，因此该部分数据量较大较多，为了减少数据存储量和加快数据处理速度，这部分数据先记录在缓存中，并设定存储时间，存储时间为30min。若在预设的存储时间30min内，家电未发生故障，则不再存储，并被新的记录替换；若在预设的存储时间30min内，该家电发生故障，则根据家电的MAC地址，调取距接收到故障报告消息时间点前后固定时间段内，如前后10min这一时间段内，记录的某家电的运行状态参数；若调取的某家电的运行状态参数存储在缓存中，则将该部分信息存储在数据库中。
本发明的实施例提供的家电故障统计方法，对安装预设零部件的多台家电的运行状态进行监测，在多台家电中的一台家电出现故障后，分析该家电的故障类别，并统计安装预设零部件的多台家电的该故障类别的故障率。
在一些可选的实施例中，在步骤S205中：
根据零部件批次和故障类别，确定多台家电的故障信息；
根据故障信息中记录的多台家电出现故障类别的家电的数量，计算该零部件批次的多台家电的对应于故障类别的故障率。
在数据库中会记录安装了零部件批次的所有家电的故障信息，根据故障信息可以获得出现故障类别的家电的数量和各家电出现该故障类别的次数，比如：安装了零部件批次为101的家电的数量为100台，60台出现过故障类别为制冷系统故障。若故障率为发送故障的家电数占总家电数的百分比，则故障率为60％。
在一些可选的实施例中，在确定故障率后，还包括：
将故障率与预设的故障阈值进行比较；
如果故障率大于故障阈值，向故障统计系统发送故障率。
若每次计算出故障率后都将其发送给故障统计系统，则会造成故障统计系统数据接收和处理量过大，此外，有的故障类别的发生频次极低，这些故障类别的故障率无法代表零部件批次所引发的设备故障，因此不适于将这些信息发送给故障统计系统。 为了解决上述问题，在将故障率发送给故障统计系统前，增加判断的过程，将故障率与预置是故障阈值进行比较，若超出故障阈值，再执行向故障统计系统发送故障率的操作。
其中，预设的故障阈值是提前录入的，不同零部件批次和不同故障类别，对应不同的故障率；进一步的，故障预置为20％。
在一些可选的实施例中，在确定故障家电的故障后，还包括：
获取故障家电的用户信息；
根据用户信息，向客服服务器发送故障家电的故障。
可选的，用户信息可以记录于数据库中，或，通过接收用户端发送的消息获取。用户信息可以包括用户电话和地址。
进一步的，在上述实施例中通过向客服服务器发送故障处理请求，故障处理请求携带故障家电的故障和用户信息。发送用户信息的目的是以使客户服务器获取用户电话和地址，更快捷地提供售后服务。若在故障处理请求仅携带故障家电的故障和故障家电的MAC地址，则客服服务器也可以根据故障获知如何提供售后服务，并根据故障家电的MAC地址查询到用户的地址，即家电安装的地址。
在一些可选的实施例中，为了更快地向用户提供售后服务，故障处理请求是向故障家电所在地的客户服务器发送的。具体的，是根据用户地址确定客户服务器。
在一些可选的实施中，方法还包括：
获取多台家电的机器编码，机器编码包括家电型号、生产工厂及线体、生产日期、零部件批次。
可选的，机器编码包括家电型号、生产工厂及线体、生产日期、零部件批次。
进一步的，机器编码由20位数字或字母组合；并且对机器编码中不同位端的字符含义进行定义，包括家电型号、生产工厂及线体、生产日期、零部件批次的信息；
进一步的，机器编码的前9位代表家电型号，第10-11位代表零部件批次，第12-13位代表生产工厂及线体，第14-16位代表生产日期，第17-20位代表该零部件批次中的机器序号；
如某机器编码为：AB8ZF0U0601NSGA50120；其中，AB8ZF0U06代表家电型号对应的9位编码；01代表零部件批次；NS代表生产工厂及线体；GA5----代表生产日期为2016年10月5日；0120----代表对应于该零部件批次中的机器序号为第120台。
在上述实施例中，为了提供数据的传输和识别速度，对机器编码进行定义，以使 机器编码包括多种机器信息，如家电型号、生产工厂及线体、生产日期、零部件批次等；通过识别机器编码各位所对应的信息，即可快速获取上述信息。
在一些可选的实施例中，在获取多台家电的运行参数信息前，还包括：
接收多台家电中各家电发送的配网绑定成功消息；
向多台家电中各家电发送运行状态获取消息，以使家电实时上报其运行状态。
进一步的，运行状态获取消息携带报告周期，报告周期为30s。
本实施例公开了建立通信连接的过程以及请求多台家电中各家电上报运行状态的消息。
为了对上述实施例方法进行更详细的说明，图3是图1中实施例中方法在应用过程中的具体流程示意图；如图3所示，包括云端、家电、手机应用程序(Application，APP)。
家电的MAC地址与机器编码都是唯一的，家电生产后，MAC地址与机器编码一一对应，并存储在服务器数据库，即云端；其中，机器编码可以包含家电型号、生产工厂及线体、生产日期、小批属性等信息；小批属性即某一小批新型零件的批次；
假如某一新零部件即预设零部件，如新型温度传感器，在某一天小批试产n台家电，这n台家电中均安装了新型温度传感器；
云端会录入该小批n台家电的MAC地址和机器编码；云端可以通过小批属性，即零部件批次，零部件批次对应于新型温度传感器，从数据库中已录入的数据中筛出属于小批试产的n台机器的机器编码信息表，并反查出这n台机器的MAC地址表；
家电被购买安装后，云端会将用户电话及地址信息和该家电设备的MAC地址及机器编码一一关联；可选的，用户电话及地址可以是安装人员完成安装后录入云端的，也可以是用户登录APP时，在APP录入的，再由APP传输给云端记录的；
家电配网绑定后，MAC地址上传云端，同时家电设备的运行状态实时同步上报云端及APP；即在这个过程中，家电完成设备入网以及与APP的绑定后，APP可以控制或显示家电的状态，此外，家电也会上报云端，告知云端其MAC地址，并告知云端其已完成与手机APP的配网绑定流程；家电上报运行状态给云端的目的是为了让云端进行记录，以使当家电向云端发送故障代码后，云端可以从数据库中调取家电发生故障前后一段时间内的运行状态，如：故障发生前后各项相关参数，如室内外环温、盘管温度、压机电流及频率等之间的变化趋势，以便云端根据故障代码和运行状态对家电的故障类别进行分析。
参照图3，步骤S301家电故障发生后，故障代码同时上报给云端及APP,即步骤S302和S304；
步骤S303，APP显示家电设备存在故障及故障信息，同时显示400售后电话；
步骤S305，云端向售后系统发送故障报告消息，故障报告消息携带故障类别；具体的，云端通过故障家电的MAC地址解析出家电型号、用户电话及地址，确定故障类别，即故障的类型及解决措施，并发送至用户地址附近的售后网点的售后系统，售后网点接收到故障报告消息后，获知家电发生的故障，主动联系用户上门快速处理；在此步骤中，云端会根据家电发生故障前后一段时间内的监测到的家电的运行状态，以及家电反馈的故障代码，确定故障类别；然后根据预置的故障解决策略中，确定对应于故障类别的解决措施；然后再根据云端已记录的用户地址，筛选出距离用户最近的售后，向该售后系统发送故障报告消息，通知其对该家电进行售后服务。可选的，在故障报告消息中携带家电型号、用户电话、地址、故障类别和解决措施。
步骤S306，云端根据故障代码和家电发生故障前后一段时间内的监测到的家电的运行状态，计算出故障率；
步骤S307，云端将故障率与设定值进行比较，若超过设定值，则进入步骤S308；
步骤S308,云端将故障率发送给故障统计系统；
具体的，云端从数据库中解析出生产工厂及线体、生产日期信息，将故障类别的故障率发送给故障统计系统，如开发、制造工厂及新部件供应商对零部件进行还原分析和制造工艺分析；
在该步骤中，云端可以针对安装了预设零部件的n台家电，统计不同故障类别的故障率，并反馈给开发、制造工厂系统；
在本实施例中，每当接收到家电发生故障的消息，即开始对安装了预设零部件的n台家电的故障情况进行统计，统计此批家电中发生该故障类别的故障率；具体的，在数据库中可以通过小批属性调取此n台家电的故障记录情况，然后再统计出发生该故障类别的家电的数量，然后再根据该数量计算出故障率，将故障率同该故障的设定阈值进行判定，若该故障率超出设定值，则将结果反馈给开发、制造工厂及新部件供应商作重点还原分析，若未超出则继续监测。
本实施例提供的家电故障统计方法，可以使得家电故障发生后，售后服务反应迅速，主动联系用户处理。最重要的是，安装了预设零部件的n台家电可以在云端重点跟踪，分析效果，实现故障率的统计和反馈，有利于对新型零部件的研究与开发。
根据本发明实施例的第二方面，提供一种家电故障统计装置；
图4是根据一示例性实施例示出的一种家电故障统计装置的功能结构框图；如图4所示，在一些示例性的实施例中，装置，包括：
信号接收器401，用于获取多台家电的运行参数信息，多台家电均安装有预设零部件；以及，获取多台家电中的至少一台故障家电的故障信息，故障信息包括故障代码；
处理器402，用于根据运行参数信息和故障代码，确定故障家电的故障和对应于该故障的多台家电的故障率。
可选的，处理器402还用于从获取的多台家电的运行参数信息，确定故障家电的运行参数信息，根据故障家电的运行参数信息和故障代码，确定多台家电的故障率。
其中，故障率对应于多台家电的发生的故障；而故障是根据故障家电的运行参数信息和故障代码确定的。具体的，根据预置的故障判定策略确定故障，故障判定策略包括故障对应的故障代码和运行参数信息。
进一步的，处理器402还用于根据确定的故障，统计多台家电中发生该故障的家电数量，进而计算对应于该故障的故障率。故障率为发生该故障的家电在多台家电中的占比。
其中，运行参数信息至少包括运行状态参数；运行参数信息还可以包括家电的运行时间点。故障信息至少包括故障代码。
采用上述实施例的家电故障统计方法，可以对安装预设零部件的多台家电的故障率进行统计，解决了现有技术中无法对安装小批次零部件的多台家电的故障信息进行追踪和汇总的问题。
在一些可选的实施例中，
处理器402，还用于根据运行参数信息和故障代码，确定故障家电的故障；以及，根据故障家电的故障，确定多台家电的故障率。
可选的，处理器402根据预置的分析策略，确定故障率。分析策略中包括：不同的故障代码、不同的运行状态参数，以及所对应的故障。处理器402通过故障家电的运行状态参数和故障代码，查询分析策略，即可确定故障家电的故障。
在一些可选的实施例中，装置还包括：信号发射器403；
处理器402，还用于将故障率与预设的故障阈值进行比较；如果故障率大于故障阈值，向信号发射器发送故障率；
信号发射器403，用于向故障统计系统发送故障率。
若每次计算出故障率后都将其发送给故障统计系统，则会造成故障统计系统数据接收和处理量过大，此外，有的故障的发生频次极低，这些故障的故障率无法代表零部件批次所引发的设备故障，因此不适于将这些信息发送给故障统计系统。为了解决上述问题，在将故障率发送给故障统计系统前，增加判断的过程，将故障率与预置是故障阈值进行比较，若超出故障阈值，再执行向故障统计系统发送故障率的操作。
其中，预设的故障阈值是提前录入的，不同零部件批次和不同故障，对应不同的故障率；进一步的，故障预置为20％。
在一些可选的实施例中，
信号接收器401，还用于获取故障家电的用户信息；
信号发射器403，还用于根据用户信息，向客服服务器发送故障家电的故障。
可选的，用户信息可以记录于数据库中，或，通过接收用户端发送的消息获取。用户信息可以包括用户电话和地址。
进一步的，在上述实施例中信号发射器403向客服服务器发送故障处理请求，故障处理请求携带家电的故障和用户信息。发送用户信息的目的是以使客户服务器获取用户电话和地址，更快捷地提供售后服务。若在故障处理请求仅携带故障家电的故障和故障家电的MAC地址，则客服服务器也可以根据故障家电的故障获知如何提供售后服务，并根据故障家电的MAC地址查询到用户的地址，即家电安装的地址。
在一些可选的实施例中，
信号接收器401，还用于获取多台家电的机器编码，机器编码包括家电型号、生产工厂及线体、生产日期、零部件批次。
可选的，机器编码包括家电型号、生产工厂及线体、生产日期、零部件批次。
进一步的，机器编码由20位数字或字母组合；并且对机器编码中不同位端的字符含义进行定义，包括家电型号、生产工厂及线体、生产日期、零部件批次的信息；
进一步的，机器编码的前9位代表家电型号，第10-11位代表零部件批次，第12-13位代表生产工厂及线体，第14-16位代表生产日期，第17-20位代表该零部件批次中的机器序号；
如某机器编码为：AB8ZF0U0601NSGA50120；其中，AB8ZF0U06代表家电型号对应的9位编码；01代表零部件批次；NS代表生产工厂及线体；GA5----代表生产日期为2016年10月5日；0120----代表对应于该零部件批次中的机器序号为第120台。
在上述实施例中，为了提供数据的传输和识别速度，对机器编码进行定义，以使机器编码包括多种机器信息，如家电型号、生产工厂及线体、生产日期、零部件批次等；通过识别机器编码各位所对应的信息，即可快速获取上述信息。
图5是图4所示实施例中装置的一具体实施例；如图5所示，在一些示例性的实施例中，装置，包括：
信号接收器501，用于接收安装预设零部件的多台家电的监测结果，监测结果携带多台家电中各家电的运行日志；以及，接收多台家电中的故障家电发送的故障报告消息，故障报告消息携带故障代码和故障家电的MAC地址；
处理器502，用于以故障家电的MAC地址为索引，调取故障家电在故障时间段内的运行日志；故障时间段是距接收到故障报告消息的时间点前后固定时长的时间段；以及，
根据故障代码和故障家电在故障时间段内的运行日志，确定故障家电的故障；以及，
计算零部件批次的多台家电的对应于故障的故障率；
信号发射器503，用于向故障统计系统发送故障率。
其中，由于多台家电均安装了预设零部件，因此多台家电的零部件批次相同。零部件批次与预设零部件相对应。
进一步的，固定时长为10min。如故障报告消息的时间点为10点，则故障时间段为：10点前10min和10点后10min，即从9点50分到10点10分。
本发明的实施例提供的家电故障统计装置，实现对安装预设零部件的多台家电的运行状态进行监测，在多台家电中的一台家电出现故障后，分析该家电的故障，并统计安装同一批次零部件的多台家电的该故障的故障率，然后将故障率发送给故障统计系统。采用本发明的装置，可以实现对安装了预设零部件的多台家电的运行状态、故障以及相应的故障率进行跟踪和汇总。
在一些可选的实施例中，
处理器502，还用于根据零部件批次和故障家电的故障，在数据库中查询多台家电的故障信息；
根据故障信息中记录的多台家电出现故障的家电的数量，计算该零部件批次的多台家电的对应于故障的故障率。
上述实施例给出了处理器计算故障率的方法，在数据库中会记录安装了零部件批 次的所有家电的故障信息，根据故障信息可以获得出现故障的家电的数量和各家电出现该故障的次数，比如：安装了零部件批次为101的家电的数量为100台，60台出现过故障为制冷系统故障。若故障率为发送故障的家电数占总家电数的百分比，则故障率为60％。
在一些可选的实施例中，
处理器502，还用于将故障率与预设的故障阈值进行比较，若超出故障阈值，则向信号发射器发送故障率。
在一些可选的实施例中，运行日志包括运行时间点和对应于运行时间点的运行状态参数；
信号接收器501，还用于接收多台家电中各家电发送的运行状态报告消息；
处理器502，还用于解析运行状态报告消息，获取多台家电中各家电的MAC地址、运行时间点和对应于该运行时间点的运行状态参数。
进一步的，上述实施例中，信号接收器501每隔固定时间接收多台家电中各家电发生的运行状态报告消息，处理器502通过解析该消息获取并在数据库中记录各家电的运行日志。进一步的，固定时间为30s。
在一些可选的实施例中，还包括：
存储器504，用于根据处理器502确定的故障家电的故障在数据库中记录；以及，用于存储信号接收器501获取的多个家电的运行参数信息，如上述实施例中的运行日志。
应当理解的是，本发明并不局限于上面已经描述并在附图中示出的流程及结构，并且可以在不脱离其范围进行各种修改和改变。本发明的范围仅由所附的权利要求来限制。

Claims (10)

  1. 一种家电故障统计方法，其特征在于，包括：
    获取多台家电的运行参数信息，所述多台家电均安装有预设零部件；
    获取所述多台家电中的至少一台故障家电的故障信息，所述故障信息包括故障代码；
    根据所述运行参数信息和所述故障代码，确定故障家电的故障和对应于所述故障的所述多台家电的故障率。
  2. 如权利要求1所述的方法，其特征在于，所述根据运行参数信息和所述故障代码，确定所述多台家电的故障率，包括：
    根据所述运行参数信息和所述故障代码，确定所述故障家电的故障；
    根据所述故障家电的故障，确定所述多台家电的故障率。
  3. 如权利要求2所述的方法，其特征在于，在所述确定所述故障率后，还包括：
    将所述故障率与预设的故障阈值进行比较；
    如果所述故障率大于所述故障阈值，向故障统计系统发送所述故障率。
  4. 如权利要求2所述的方法，其特征在于，在所述确定所述故障后，还包括：
    获取所述故障家电的用户信息；
    根据所述用户信息，确定客服服务器，向所述客服服务器发送所述故障家电的故障。
  5. 如权利要求1-4中任一项所述的方法，其特征在于，还包括：
    获取多台家电的机器编码，所述机器编码包括家电型号、生产工厂及线体、生产日期、零部件批次。
  6. 一种家电故障统计装置，其特征在于，包括：
    信号接收器，用于获取多台家电的运行参数信息，所述多台家电均安装有预设零部件；以及，获取所述多台家电中的至少一台故障家电的故障信息，所述故障信息包括故障代码；
    处理器，用于根据所述运行参数信息和所述故障代码，确定故障家电的故障和对应于所述故障的所述多台家电的故障率。
  7. 如权利要求6所述的装置，其特征在于，
    所述处理器，还用于根据所述运行参数信息和所述故障代码，确定所述故障家电 的故障；以及，根据所述故障家电的故障，确定所述多台家电的故障率。
  8. 如权利要求7所述的装置，其特征在于，还包括：信号发射器；
    所述处理器，还用于将所述故障率与预设的故障阈值进行比较；如果所述故障率大于所述故障阈值，向所述信号发射器发送所述故障率；
    所述信号发射器，用于向故障统计系统发送所述故障率。
  9. 如权利要求7所述的装置，其特征在于，
    所述信号接收器，还用于获取所述故障家电的用户信息；
    所述信号发射器，还用于根据所述用户信息，向客服服务器发送所述故障家电的故障。
  10. 如权利要求6-9中任一项所述的装置，其特征在于，
    所述信号接收器，还用于获取多台家电的机器编码，所述机器编码包括家电型号、生产工厂及线体、生产日期、零部件批次。
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