具模糊推論與遺傳尋優的整合式顧客服務資訊系統

有效且快速地反應顧客需求是企業績效的主要指標。無法滿足顧客之需求隱含企業可能的作業缺失，這些缺失將損害顧客權益和企業信譽。工具機產業中處理顧客需求之方式多使用傳統人工主觀判定，然而現代企業若能重視人力資源制度，將可提升競爭優勢。況且教育訓練是提升員工作業能力之常用方式，若訓練課程能周延建構，則訓練效果將可提升，使員工增進個人能力，進而提升顧客滿意水準。然而，建構與安排訓練課程是一項沈重且困難之業務，一般企業雖投入大量資源，然其效果卻相當有限。本研究透過顧客需求以及服務能力分析，提出一種改善工具機產業的顧客服務程序的整合式顧客服務資訊系統。此一系統包含兩次系統，分別為顧客需求資訊系統，以及電腦輔助訓練系統。前者融合模糊推論和專家系統的優點，能處理多種顧客需求；後者使用非線性的最佳化模式以克服人工安排訓練課程之缺點，並以遺傳演算法求解課程安排數學模式。本研究提出之整合式概念與資訊系統架構，能提供一分析顧客需求之系統化方法，並使工具機產業之人員訓練作業更具效率與效果。

關鍵字

顧客需求；課程安排與優化；電腦輔助訓練系統；模糊推論；遺傳演算法；專家系統

並列摘要

Efficient and effective response to the requirements of customers is a major performance indicator. Failure to satisfy customer requirements implies operational weaknesses in a company. These weaknesses will damage both the rights of customers and the reputation of the company. The traditional method of handling customer requirement for a machine tool manufacturer was dominated by manual process and subjective decision. Besides, an outstanding human resources system is one of the important competitive factors in modern enterprises. Employee training is a frequently used method for promoting the working capabilities for better human resources. Employee training programs cultivate personnel capabilities for enterprise operation. The training effect can be dramatically enhanced if curriculum is well designed and arranged. However, arranging curriculum is a difficult and lengthy task which enterprises traditionally devote a large amount of human and material resources to. In this study, the processes of customer service were improved by analyzing customer requirement and enhancing service workforce. An integrated customer service information system (ICSIS) for machine tool manufacturers was analyzed, constructed and implemented. The ICSIS consists of two major subsystems, namely Customer Requirement Information System (CRIS) and Computer Aided Training System (CATS). The CRIS, integrating rule-based fuzzy inference and expert systems, is capable of handling various customer requirements. The CATS, utilizing non-linear optimization models, overcomes the pitfalls of manual arrangement of training curriculum. Genetic algorithms were utilized in the CATS as solution procedures for solving the optimization model. The ICSIS supports both customers and service personnel in providing a systematic way of analyzing customer requirements and facilitating personnel training for machine tool industry.

並列關鍵字

Customer Requirements ； Genetic Algorithms ； Expert Systems ； Fuzzy Inference ； Computer Aided Training System ； Curriculum Arrangement and Optimization

參考文獻

Alvarez-Valdes, R., Enric, C., & Tamarit, J.M. (2002). Design and implementation of a course scheduling system using tabu search. European Journal of Operational Research, 137, 512-523.

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具模糊推論與遺傳尋優的整合式顧客服務資訊系統

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