Methods and systems for generating baselines regarding vehicle service request data

• US 9,336,244 B2
• Filed: 08/09/2013
• Issued: 05/10/2016
• Est. Priority Date: 08/09/2013
• Status: Active Grant

• Current Assignee: Snap-On Incorporated
• Original Assignee: Snap-On Incorporated
• Inventors: Merg, Patrick S.
• Primary Examiner(s): Black, Thomas G
• Assistant Examiner(s): Paige, Tyler
• Application Number:
  US13/963,403
• Publication Number:
  US 20150046391A1
• Time in Patent Office: 1,005 Days
• Field of Search: 701/29.3, 705/4, 707/736
• US Class Current: 1/1
• CPC Class Codes: G06F 16/21 Design, administration or maintenance of databases
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

Methods and systems for generating baselines based on vehicle service request (VSR) data are described. Additional VSR data accumulated after generating a baseline can be compared to the baselines, by a processor executing program logic, to detect a deviation in the additional VSR data. Responsive to detecting the deviation, a notification regarding the deviation can be provided. The notification can prompt receivers of the notification to analyze the baseline and VSR data and responsively prepare a service bulletin regarding the VSR data. The service bulleting can be provided to repair shop equipment (RSE) or to users of the RSE. VSR data pertaining to different vehicle models built on a common vehicle platform can be aggregated to increase an amount of VSR data used to generate a baseline. Multiple baselines can be generated for each of one or more vehicle models.

Claims

1. A method comprising:

storing, by a non-transitory computer-readable data storage device, vehicle service request (VSR) data collected from a plurality of vehicle service requests pertaining to vehicles of a first vehicle type identified by a first common vehicle identification, wherein the plurality of vehicle service requests include date-of-service indicators for determining one or more time periods associated with each vehicle service request;

generating, by a processor, a first VSR data baseline based on a first quantity of multiple vehicles of the first vehicle type that the VSR data indicates exhibited a common symptom and were fixed by a common repair during a first time period;

generating, by the processor, a second VSR data baseline based on a second quantity of multiple vehicles of the first vehicle type that the VSR data indicates exhibited the common symptom and were fixed by the common repair during a second time period;

detecting, by the processor, a first deviation in the second VSR data baseline with respect to the first VSR data baseline; and

providing, by the processor, a notification identifying the first deviation.

2. The method of claim 1, wherein the first VSR data baseline includes a first ratio of the first quantity of multiple vehicles and a first number indicating how many vehicles of the first vehicle type were serviced during the first time period.

3. The method of claim 2, wherein the common repair includes replacement of a common part on a vehicle of the first vehicle type.

4. The method of claim 2, further comprising:

storing, by the data storage device, a threshold for detecting the first deviation; and

detecting, by the processor based on the VSR data, a second ratio of the second quantity of multiple vehicles and a second number indicating how many vehicles of the first vehicle type were serviced during the second time period,

wherein detecting the first deviation comprises detecting, by the processor, that the first ratio and the second ratio differ by at least the threshold.

5. The method of claim 4, wherein the first number indicating how many vehicles of the first vehicle type were serviced during the first time period and the second number indicating how many vehicles of the first vehicle type were serviced during the second time period are equivalent numbers.

6. The method of claim 4, further comprising:

adjusting, by the processor, the threshold based on one or more threshold adjustment factors.

7. The method of claim 1, wherein the first VSR data baseline includes a first ratio of the first quantity of multiple vehicles and the first time period.

8. The method of claim 7, wherein the common repair includes replacement of a common part on a vehicle of the first vehicle type.

9. The method of claim 7, further comprising:

storing, by the data storage device, a threshold for detecting the first deviation; and

detecting, by the processor based on the VSR data, a second ratio of the second quantity of multiple vehicles and the second time period,

wherein detecting the first deviation comprises detecting, by the processor, that the first ratio and the second ratio differ by at least the threshold.

10. The method of claim 9, wherein the first time period and the second time period are equal in length but start on different calendar dates.

11. The method of claim 9, further comprising:

adjusting, by the processor, the threshold based on one or more threshold adjustment factors.

12. The method of claim 1, wherein the first common vehicle identification comprises data identifying a common vehicle make, a common vehicle model, and at least one vehicle year.

13. The method of claim 1, wherein the first common vehicle identification comprises data identifying a common vehicle make, at least two different vehicle models, and at least one vehicle year.

14. The method of claim 1, wherein the first common vehicle identification comprises data identifying vehicles on which a common vehicle part is installed.

15. The method of claim 1, wherein generating the first VSR data baseline includes filtering the VSR data based on a mileage range to limit the vehicle service requests used to generate the first VSR data baseline to vehicle services requests pertaining to vehicles of the first vehicle type having a mileage within the mileage range.

16. The method of claim 1, wherein providing the notification identifying the first deviation is contingent upon detecting, by the processor, that the first deviation is an upward deviation that exceeds the first VSR data baseline by a threshold amount.

17. The method of claim 1, further comprising:

storing, by the computer-readable data storage device, a taxonomy database including at least one taxonomy group having data that identifies words or phrases associated with one another as having a common meaning; and

determining, by the processor, the VSR data includes words or phrases identified by a common taxonomy group within the taxonomy database.

18. The method of claim 17, further comprising:

modifying a first taxonomy group within the taxonomy database to include a word or phrase having a common meaning with other words or phrases within the first taxonomy group.

19. A non-transitory computer-readable medium storing:

vehicle service request (VSR) data collected from a plurality of vehicle service requests pertaining to vehicles of a first vehicle type identified by a first common vehicle identification, wherein the plurality of vehicle service requests include date-of-service indicators for determining one or more time periods associated with each vehicle service request; and

program instructions executable by a processor to perform or cause performance of operations including;

generating a first VSR data baseline based on a first quantity of multiple vehicles of the first vehicle type that the VSR data indicates exhibited a common symptom and were fixed by a common repair during a first time period;

generating a second VSR data baseline based on a second quantity of multiple vehicles of the first vehicle type that the VSR data indicates exhibited the common symptom and were fixed by the common repair during a second time period;

detecting a first deviation in the second VSR data baseline with respect to the first VSR data baseline; and

providing a notification identifying the first deviation.

20. A system comprising:

a processor; and

a non-transitory computer-readable data storage device storing a vehicle service request (VSR) data collected from a plurality of vehicle service requests pertaining to vehicles of a first vehicle type identified by a first common vehicle identification, and storing computer-readable program instructions, wherein the plurality of vehicle service requests include date-of-service indicators for determining one or more time periods associated with each vehicle service request,

wherein the computer-readable program instructions are executable by the processor to;

generate a first VSR data baseline based on a first quantity of multiple vehicles of the first vehicle type that the VSR data indicates exhibited a common symptom and were fixed by a common repair during a first time period;

generate a second VSR data baseline based on a second quantity of multiple vehicles of the first vehicle type that the VSR data indicates exhibited the common symptom and were fixed by the common repair during a second time period;

detect a first deviation in the second VSR data baseline with respect to the first VSR data baseline; and

provide a notification identifying the first deviation.

21. The system of claim 20, further comprising:

a transceiver,

wherein the transceiver is configured to transmit the notification.

22. The system of claim 20, wherein the transceiver is configured to receive the vehicle service data for subsequent storage within the data storage device.