運用FMEA技術提昇公務機關客戶滿意度之研究－以L鄉公所為例

A Study of Customer Satisfaction Enhanced by Using Failure Mode and Effect Analysis (FMEA) in Public Institutions---The Case Study of L Township Office

李相稷(Hsiang-Chi Li)

指導教授 ： 陳啟政博士

國立屏東科技大學/管理學院/企業管理系所/碩士(2012年)

https://doi.org/10.6346/NPUST.2012.00037

摘要

公務部門面對全球化的來臨、民眾意識抬頭，政府相關部門已開始重視「服務品質滿意度」。但是，在服務傳遞過程之中，高變異的服務環境中失效總是難以事先預期。公務部門不易對其所提供之服務作出零失效之保證。為此，公務部門更需建立一套回應機制。
本研究旨在運用失效模式與效應分析（Failure Mode and Effect Analysis，簡稱FMEA）系統方法了解公務人員與民眾互動之中可能失效與衍生客戶不滿意，提出一套可行預防措施與機制。希望以FMEA技術有系統地分析服務系統內潛在的失效等情況與所可能造成的影響並解析主要原因。選出關鍵優先順序，事先討論研擬出對策，管制追蹤矯正措施的執行，以便對潛在可能出現的服務失效，先做好防範措施，減少顧客所受到的服務失效之風險或影響。
本研究以L鄉公所為對象，以FMEA針對公務部門在服務遂行之中，評估可能發生的失效模式。透過系統性檢視服務作業與過程中，各項活動發生失效的嚴重度（Severity）、發生度（Occurrence）、易偵測度（Detection），評估服務失效風險優先數（Risk Priority Number, RPN），找出實施對策的優先順序，並運用「關鍵性績效指標（KPI）管理系統」，培養及改善組織的核心競爭力；透過矯正、預防措施並持續不斷檢測，達到客戶滿意度。
最後，本研究實證結果發現，FMEA運用於公務系統確實能使預防機制發揮一定效益，可以減低服務失效，並確保失效獲得改善，有效提升客戶滿意度。

關鍵字

失效模式與效應分析 ； 關鍵性績效指標 ； 風險優先指數法

並列摘要

With the advent of globalization and rising public awareness, government institutions have begun to value “the satisfaction of their service quality”. During the the service delivery process it is difficult to predict what would become a failure in a service environment with high variability. Public institutions have difficulties upon providing a zero-failure guarantee for their services. Therefore, it is necessary for public agencies to establish a set of responsive mechanisms.
This study applies Failure Mode and Effect Analysis (FMEA) to understand the possible failures and their consequential un-satisfaction that public officials might generate in interactions with the public so as to develop feasible preventive measures and mechanisms. It is expected that FMEA could systematically analyze potential failure situations in the service system and the effect of failure upon public perception as well as analyze the main cause for the failure. A key priority should be chosen, failure modes examined and the preventive measures worked out in advance. The corrective measures should also be implemented and tracked to prevent potential service-failure and decrease the risk or effect of such failure on the customers.
This study used the L township office as a case of service FMEA application to focus on evaluating the possible failure modes during the services implemented by the public institutions. This study identified the counter-measure execution priority via ranking of the risk priority number (RPN) through systematic evaluation of the severity, occurrence and detect-ability of failure in each activity in the service operation. A Key performance Indicator “(KPI)” managing system is used to cultivate and improve the core competitiveness of the organization. A way to satisfy customers by correction, preventive measures and continuous evaluation was also developed.
In the end, the results of this study found there were certain preventive mechanism effects by applying FMEA on public-service systems. The FMEA techniques could decrease service failure and ensure failure prevention and initiate service improvements to effectively promote customer satisfaction.

並列關鍵字

Failure Mode and Effect Analysis，FMEA ； Key Performance Indicator，KPI ； Risk Priority Number, RPN

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