8D结合FMEA与知识管理於降低顾客抱怨发生率之研究.docVIP

8D結合FMEA與知識管理於降低顧客抱怨率之研究-以A公司為例A study integrates 8 Disciplines, FMEA and knowledge management to reduce the recurrence-rate of customer complaint - A Case Study of “A” Company 研究生：周毓瀅 Chou, Yu-Ying陳啟政 Chen, Chee-Cheng 鄭文英 Cheng, Wen-Yin 8D團隊導向問題解決法，近年來廣為極度要求改善時效性的高科技產業引用，因為其以進度控管、團隊導向著稱，但其欠缺即時性與標準化之手法。失效模式與效應分析 Failure Mode and Effects Analysis，FMEA 是一項對品質評估的分析工具，結合工程人員的技術與經驗知識，確認產品設計或製程上可能的潛在失效問題，進行排除及矯正改善處置。它可以偵測產品相關或是製程相關上潛在可能發生之失效問題，是一般產業上常用於發掘失效問題的起因以及事前預防失效問題發生的一種分析方法。企業為了長期維持與顧客的關係就必須深入瞭解顧客抱怨 Customer Complaint 的行為，並針對顧客不滿意採取適當的處理方式，再創顧客忠誠。知識經濟時代最重要的核心資源是「知識」，將知識資源穿梭在無限的資訊流中，透過價值認知的學習過程，轉化為組織的創新價值，將是企業競爭力良窳的關鍵所在；因此，21世紀企業最重要的課題將是「知識管理 Knowledge Management，KM 」。本研究希望結合8D、FMEA與知識管理的建構來達到降低顧客抱怨的再犯率。8D、失效模式與效應分析、知識管理、。The 8 Discipline method has been popularly applied to enterprises in which no real-time and standardized methodology exists. Failure Mode and Effects Analysis FMEA is an analytical technique that combines the technology and experience of people in identifying the potential failure modes of a product or process and plan for the elimination of these failure causes. FMEA attempts to detect the potential product-related or process-related failure modes. The technique is used to anticipate the cause of failure and prevent them from occurring. In general, to maintain good relationships with customers, management must fully understand the customer complaint behaviors thoroughly. Knowledge has become the critical core capital in the knowledge economy flowing from information technology. The most important source of competitive advantage today is an organization’s capability to learn through value cognition to create innovation value. Knowledge management has become the primary focus for enterprises in the 21st century. This study integrates 8 Disciplines, FMEA and knowledge management to reduce the recurrence-rate of customer complaints. Keywords：8 Disciplines, Failure Mode and Effects Analysis, Knowledge Management, Customer Complaint.