A process-based automotive troubleshooting service and knowledge management system in collaborative environment

In automotive industry, manufacturers expand their duties in the product's service life by means of providing the car troubleshooting services to end users. Moreover, product service system (PSS) has turned into a significant study issue in the recent decade, it focuses on stressing the specific requirements in the new service model. Hence, generation of a PSS-oriented automotive troubleshooting mode not only enhances the service quality, but promotes thoroughly the values of business and its products. Besides, under the support of network communication mechanism, it becomes easily to manage the knowledge and process of automotive troubleshooting in collaborative environment. This study explores the different relationships among car enterprises, focusing on the decision-making processes as well as communication and management of knowledge in automotive troubleshooting. This study also investigates the potential utilization of improved content management architectures in the automotive engineering field that is controlled by conventional engineering information modes. A framework of collaborative troubleshooting procedure is presented, constructed and evaluated by using an instance automobile problem, which reveals the meaningful efficiency could be reached and the module of content management has several benefits than the conventional engineering information modes in conducting the information of automotive inspection, maintenance, repairing and service involving unorganized and dynamic knowledge.