摘 要 本論文以回顧相關文獻以及專家訪談初擬維修績效指標項目,再以問卷調查對主管及員工的觀點進行問卷調查,經資料蒐集及統計分析後,共選取了20項績效指標項目,然後建立績效指標評估實施方式及流程。 本研究問卷經因素分析之結果,共萃取五項核心績效因素,分別為財務面下之成本及設備效益、維修人員效率二項核心績效因素,顧客面下之安全及舒適便利性一項核心績效因素;內部流程面下之可靠度及維修作業達成率一項核心績效因素;學習成長面下之員工學習與成長一項核心績效因素。單因子變異數分析結果,受訪主管及員工不因職務、年資、學歷之不同,而有顯著性差異。 台北捷運電聯車維修可分為定期維修與臨時維修,而報修單/派工單是記錄相關定期維修與臨時維修資訊的主要文件記錄,亦為維修績效指標主要的資料來源。 行控中心是捷運系統的指揮控制中樞,系統的運轉狀況均詳實的予以紀錄,包含可用車數、行駛里程、報修單數量、事故記錄等。從運轉紀錄中可以獲得許多有關維修部門的維修績效。 報修單/派工單及運轉紀錄中可以獲得諸多維修績效值,然而用來衡量維修績效,若只利用此些紀錄仍有不足之處。為使維修績效評估更具有用性、代表性以及有效反應維修策略的適當性,本研究提出除現有統計分析報表外,可適當進行修正與新增統計分析報表,以達到對台北捷運電聯車維修管理的有效性以及完整性。
ABSTRACT This thesis develops maintenance performance indices (MPIs) using balanced scoring card method for Taipei Metro Electrical Multiple Units (EMU). After data collection and analysis from its managers and employees, 20 critical MPI’s are decided and five core performance indices are obtained. They are financial items as cost, equipment benefit, and maintenance personnel efficiency, customer’s satisfactory items as safety and amenity, internal procedural items as reliability and maintenance works accomplishing percentage, and developing items as employee learning and expertise developing. Single factor variation analysis shows no significant cognition difference between managers and employees no matter what are their duties, years of experience, or education. Although many Repair Request/Work Order have been collected in Taipei Metro EMU, it is insufficient to evaluating developed MPI’s. Therefore, associated procedures and statistical/analytical sheets are suggested in this thesis. This can make the MPI’s easily integrate to the current system of Taipei Metro EMU.