本論文研究以「退貨授權」(Return Merchandise Authorization;RMA)為基礎,利用公司現場即時資訊系統(Shop Floor Information System;SFIS)收集2002年產品出貨及回廠維修記錄之5種產品進行故障回廠維修原因分析。本論文除探討導致產品故障的原因,亦比較此5種產品在設計階段中採用零件計數法所做的平均失效間隔時間(Mean Time Between Failure;MTBF)與實際產品故障之差異性,並更進一步透過品質機能展開(Quality Function Deployment;QFD)手法做深入分析,將客戶需求與產品特性關連做探討,以作為後續產品開發改善之依據。本研究針對5種主力產品做分析歸納後,除能確實掌握產品品質狀況外,更能提供業務或相關工程人員在獲得客戶的使用規格及環境後,能以最短時間正確的判斷出產品是否適用於客戶,避免不適當的產品出貨,及不必要的資源浪費。同時,對產品設計、材料及製程等問題點做到預防再發,不但能提高產品的穩定性,亦能使產品的MTBF及預防保養時間預估更具準確性,確實對客戶做到產品的品質保證(Quality Assurance;QA)。
In this thesis, based on the Return Merchandise Authorization(RMA)information, we use the Shop Floor Information System(SFIS) to collect shipped goods and returned defect products records in 2002 and study the defect reasons of breakdowns, meantime, comparison the difference between estimated Mean Time Between Failure(MTBF)of products in the design stage and actual expiration in field is also discussed. The Quality Function Development(QFD)technique is applied to make a correlation discussion of the customers’ demand and the product characteristic for the purpose on future improvement reference. Five major products are continued in the study, through this rsearch, we can make sure that the quality of the products is totally under the control. Moreover, when sales or related engineers obtain the customers’ required specification and environmental condition, they can decide whether or not the products are suitable for the customers in advance to avoid shipping non-conforming products to the customers and wasting resources. At the same time, we can find out problems and solve product problems, such as designing, material or manufacture process in advance. Thus, we are able to improve products’ stabilities and higher accuracy prediction of MTBF and preventive maintenance time. Make sure the products Quality Assurance for customers.