影響汽車進廠維修保養成效之關鍵因素-以L公司為例

摘要汽車是人類日常生活中一項不可或缺的產品，且汽車帶來的便利性遠遠超過汽車本身的價值，汽車維修為服務業的一部分，且服務業在台灣各產業中扮演的角色也越來越重要。本研究主要目的為找出影響汽車進廠維修保養成效之關鍵因素，並探討其相關要素的相互影響，找出有效解決資源優先配置的方法，提升顧客使用預約制度，以充分發揮服務據點最大容量、期能透過此研究提供給個案公司作為改善預約制度系統及流程的重要參考依據。本研究主要針對影響汽車進廠維修保養成效之關鍵因素探討。藉由文獻蒐集與彙整來建構雛形架構；運用德爾菲法收斂準則形成正式研究架構，其後運用以決策實驗室法為基礎之網路程序分析法(DANP)，計算出各準則的權重，再使用重要度績效值分析(IPA)L公司維修保養之績效表現。研究結果顯示，關鍵構面重要度排序為「內部改善需求」、「預約管理」、「流程管理」、「系統評估指標」及「網站管理平台」，內部改善需求與流程管理為相互影響的構面。改善汽車進廠維修保養可以由內部改善需求與流程管理兩個方面著手，因此優先改善此兩項關鍵構面後進而改善其他構面可以比較容易成功。關鍵準則重要度排序前8項為「降低等待時間」、「維修服務廠的效率」、「保養預約排程」、「顧客滿意度評估」、「線上預約功能」、「服務廠可供時間」、「壅塞程度評估」、「接待能量」。再依據關鍵準則因果圖可知，準則之中以降低等待時間為最重要的準則且與維修服務廠的效率為相互影響的準則，且服務廠的維修效率提升也會降低整體來廠顧客的等待時間。最後在重要度績效值分析可知，針對個案L公司急需改善的項目包含「接待能量」、「負責預約專員」、「顧客滿意度評估」、「保養預約排程」及「壅塞程度評估」。接待能量為最急需改善部分，若未能掌握顧客預約入廠，將可能造成服務容量不足之現象，而導致顧客入廠意願降低，建議L公司重新評估區域據點的服務容量，列為新增據點增加服務容量的可能性。關鍵字：汽車售後服務、預約制度、德爾菲法、以決策實驗室法為基礎的網路程序分析法、重要度績效值分析。

關鍵字

汽車售後服務；預約制度；德爾菲法；以決策實驗室分析法為基礎的網路程序分析法、重要度績效值分析

並列摘要

Abstract Automobile is an indispensable product in human daily life, and the convenience of automobile is far more than the value of car itself, automobile maintenance is part of service industry, and service industry plays a more and more important role in the industries of Taiwan. The main purpose of this study is to find out the key factors that affect the effect of automobile incoming maintenance, to explore the mutual influence of related factors, to find out an effective method to solve the resource priority allocation, and to improve the customer's reservation system, so as to give full play to the maximum capacity of service positions, This study can be provided to the case company as an important reference for improving the system and process of booking system. The research is mainly aimed at the key factors that affect the efficiency of automobile entering and maintenance. By collecting and compiling the literature, to construct the prototype architecture; using the Delphi method to form the formal research framework, the paper uses Decision Making Trial and Evaluation Laboratory-based Analytic Network Process (DANP) to calculate the weights of each criterion, and then use the Importance Performance Analysis (IPA) to evaluate the maintenance performance of L Company. The results show that the importance of the key structure is ranked as "Internal Improvement Demand", "Appointment Management", "Process Management", "System Evaluation Pointer" and "Website Management Platform", and internal improvement needs and process management are the mutual influence. Improving the maintenance of the automobile into the plant can be improved by internal improvement of requirements and process management two aspects, so the priority to improve the two key construction surface and then improve the other surface can be more easily successful. Key criteria importance ranking the first 8 items are "Reduce Wait Time", "Maintenance Service Plant Efficiency", "" Maintenance Booking Schedule "," Customer Satisfaction Assessment "," Online Booking Function "," Service Plant Available Time "," Congestion Degree Assessment "," Service Capacity. " According to the causal diagram of the key criteria, the guideline is to reduce the waiting time as the most important criterion and to the efficiency of the service plant, and the maintenance efficiency of the service plant will reduce the waiting time of the whole factory customers. Finally, according to the results of IPA, we know that the project that needs improvement in the case of L company includes "Service Capacity", "Responsible for Appointment Commissioner", "Customer Satisfaction Assessment", "Maintenance Reservation Schedule" and "Congestion Degree Assessment". The "Service Capacity" is the most urgent need for improvement, if the failure to master the customer booking into the factory, will likely cause a shortage of service capacity, and lead to a reduction in customer's willingness to enter the factory, it is recommended that L company reassess the service capacity of regional strongholds, as a new location to increase the possibility of service. Key words: Auto Service, Reservation System, Delphi Method, Decision Making Trial and Evaluation Laboratory-based Analytic Network Process (DANP), Importance Performance Analysis (IPA).

並列關鍵字

Auto Service, Reservation System, Delphi Method, Decision Making Trial and Evaluation Laboratory-based Analytic Network Process (DANP), Importance Performance Analysis (IPA).

參考文獻

Hu, Y.C., Chiu, Y.J., Hsu, C.S., and Chang, Y.Y., 2015, Identifying key factors of introducing GPS-based fleet management systems to the logistics industry, Mathematical Problems in Engineering, 2015, 1-14. doi: 10.1155/2015/413203.

一、中文文獻