模糊客訴問題的原因分析及回饋系統

A cause analysis and feedback system for fuzzy customer problems

陳瑞陽

指導教授 ： 許棟樑 ； 劉志明

國立清華大學/工學院/工業工程與工程管理學系/博士(2006年)

摘要

在產品使用週期中，因客戶使用時所產生的問題回饋至售後服務、市場、採購、製造、通路等部門，可整理出與產品相關的屬性，再對應到與研發設計相關的屬性，進而轉成設計規則的知識，使新產品功能快速反應客戶之需求。本研究以模糊決策樹及代理人導向分析方法，來建立一個以網際網路(web-based)為基礎的智慧型代理人的產品客訴問題回饋分析和診斷的系統，容許產品在開發、製造、運籌及使用時回報問題，並透過一套智慧型的分析系統來達到以下目標：
1. 迅速找出問題原因，以解決問題;
2. 累積產品開發經驗，並建立狀況處理程序，以適切而迅速地解決問題;
3. 將各種產品相關問題自動分類，並儲存於資料庫中，以便再利用;
4. 回饋產品相關問題給設計人員，以避免再發生同樣的問題，並將這些資料轉化成設計規則，以提昇設計之品質。
本研究的貢獻包括：1.建立一個產品使用週期之問題回饋系統架構。2.針對模糊徵狀的產品問題，利用模糊決策樹方法，能夠自動判斷歸屬原因。3.建構一個智慧型的產品問題診斷系統。

關鍵字

產品開發 ； 模糊客訴問題 ； 原因歸屬 ； 代理人導向分析 ； 模糊決策樹

並列摘要

In the product usage life cycle, the problems found by customers can be passed to the service, market, procurement, manufacturing and channel departments to generate the product related attributes. These attributes can be further linked to product design attributes, and then be used to produce knowledge of design rules. Through this feedback process, the functions of the new product can quickly meet the customer demands.
The purpose of this study is to develop a web-based automated problem feedback analysis and diagnostics system using the fuzzy decision tree and the agent-oriented analysis method for customer compliants in order to accumulate problems and experience throughout the various stages of a supply chain:
1.Quickly locate the cause of a problem and resolve it.
2.Accumulate problem solving experience to make “out-of-control action plans” so that future problems can be properly and quickly resolved.
3.Store product problem related information to a knowledge database for future use.
4.Accumulate the product problem solving experience and feedback to the design department so that mechanisms such as design guidelines and checklist can be developed to prevent problem reoccurrences in the future.
The contributions of this research include: 1. Establish an integrated problem feedback framework for the product usage life cycle. 2. Propose an automatic cause identification methodology for product problems with fuzzy symptoms by using the fuzzy decision tree method. 3. Establish an intelligent diagnosis system of product problems.

並列關鍵字

product development ； fuzzy customer problem ； cause attribution ； agent-oriented analysis ； fuzzy decision tree

參考文獻

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