- 學位論文
以專家系統建置配電變壓器服務復原系統及其應用
TO ESTABLISH SERVICE RECOVERY SYSTEM AND APPLY IT BY EXPERT SYSTEM
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摘要
在邁入二十一世紀之際，我國經濟發展由過去以製造業為主的產品生產時代，跨入服務經濟時代的三級產業。由於服務異於產品而具有無形性的本質，故服務的品質不易管理，而在服務的過程中難免會因人的疏忽、顧客期望過高、服務程序失控等因素造成服務失誤（Service Failure），可見如何確切瞭解顧客需求，對顧客抱怨進行服務復原，成了未來企業的熱門課題。變壓器(Transformer)是電力服務中的重要設備，其安全運轉是保證供電可靠度之重要因素之一，斷電所造成的損失及社會成本付出常是難以估計。因此，電力部門十分重視變壓器故障檢修，並能及時、準確判斷故障原因和及時採取有效措施，避免服務失誤。所以本研究以專家系統（Expert System）軟體Acquire 2.1版建立服務復原系統（Service Recovery System），使變壓器售後服務（After-sales Service）人員可由本系統快速推論出可能故障原因，藉以迅速回應及解決產品異常，提昇顧客服務工作。
並列摘要
When the 21st centenary is coming, the economic development of our country has transferred from products producing era dominated manufacture industry to the 3rd industry of service economy era. Since the intangibility of service is different with products. It isn’t easy to manage the service quality. It will be Service Failure due to hard to avoid the people neglect, customer’s higher expectancy, out of control for service procedure etc. It’s thus evident that enterprise need to focus on understanding customer requests and executing the service recovery for customer complaint. Transformer is important equipment on power supply service. The safety operation is one of important factor for ensuring the power supply reliability. It’s made loss and failed cost of inestimable when power off, hence the power supply department pay much attention to transformer repairing, ascertainment of failed cause in time and taking effective action in time to avoid service failure. This paper establishes Service Recovery System using expert system software Acquire® version 2.1. Transformer After-sales Service people can quick to infer possible failed cause, and then response and solve product problem quickly, thus will be promote the customer service.
參考文獻
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