探討提升航空維修品質關鍵因素與關連性之研究

飛航安全是航空公司的核心價值及成功因素，構成飛航安全的層面甚多，其中，飛機維修是影響飛航安全最重要的因素之一；影響維修品質有很多因素，本研究依據維修人員常犯的十二項人為疏失，民用航空法及相關文獻，透過產、官、學專家問卷訪談，運用德爾菲法，找出提升維修品質的關鍵因素，再運用決策實驗室法與網路分析程序法，分析變數間相互影響的關鍵因素與因果關係。研究結果顯示，提升維修品質的關鍵因素之準則，依權重排序為組織管理、基礎訓練、鼓勵員工報告、定期專業複訓、溝通及團隊合作、維修資源管理、考核制度、榮譽感及道德觀；由因果圖呈現，組織管理是因影響其他關鍵因素，並與定期專業複訓相互影響。飛機維修組織龐大且系統複雜，是高度分工且專業的工作，組織管理內容涵蓋維護計畫（包括組織架構、訓練計畫、廠房設施及維修認證）、品質管理、安全管理；訓練計畫包括基礎及專業訓練、複訓；飛機維修是專業分工的工作，維修資源管理的訓練課程，可以提升維修人員之間的溝通協調與合作，減少人為差錯造成飛安事故；安全管理為鼓勵航空公司及維修人員，發現維修差錯及違規時須主動提報，可即時改正及預防維修差錯及違規情況再發生；考核及獎懲會影響人員的榮譽感及道德觀。

關鍵字

飛機維修；維修品質；德爾菲法；決策實驗室法；網路分析程序法；訓練

並列摘要

Flight safety is the core value and success factor of the airline business. When it comes to the influencing factors of the flight safety, aircraft maintenance can be viewed as the most crucial one. And when we go deeper, we understand there are also many elements affect the quality of the maintenance itself. Therefore, in this research, we started from twelve human errors frequently committed by the maintenance personnel, Civil aviation Regulations and related documentation to form the initial analytic structure, using Delphi method to interview with experts in the realm of industry, government, and academia to generate the key factors of improving maintenance quality. Then, Decision-Making and Trail Evaluation Laboratory method and Analytic Network Process method are applied to analyze the key factors and the cause-and effect connections between the key factors. The results show that the key factors for improving maintenance quality are organization management, basic training, employee report submission encouragement, scheduled professional retraining, communication and teamwork. Also, maintenance resource management, system assessment, sense of honor and morality are important as well. The casual diagram shows the organization management is the cause factor which has the impact on other key factors and interacts with scheduled professional training. Aircraft maintenance system is huge and complex, and with highly specialized operation. The content of the organization management includes maintenance program (such as organization structure, training plan, plant facilities and maintenance certification), quality control and safety management. The training program includes basic and professional training and retraining; aircraft maintenance is a specialized work, training for maintenance resource management can effectively improve staff communication and collaboration to decrease accidents caused by human factors. Safety management elevates aviation staff and teams to be more aware of maintenance errors and violations and their willingness to report spontaneously to correct in time and prevent those situations happen again. Finally, rewards and punishments affect maintenance staff’s sense of honor and morality