漸進自主之自動化售後服務機能之研究-以機台保修為例

Toward an Autonomous Distanced Service System- A Case Study in Machine Maintenance

張兆慶(Zhao-Ching Chang)

指導教授 ： 洪弘祈 ； 鄭宗明

朝陽科技大學/理工學院/工業工程與管理系/碩士(2012年)

摘要

設施智能化(Facility Intelligent)為運用資訊科技提升產業等級之最有效方式，研究顯示以人工智慧軟體模組輔助或替代人力工作，可有效降低人員因經驗或知識不足所造成之工作阻力。其中，將資通訊科技(Information Communication Technology, ICT)融入傳統產業，則可為產業注入活水並帶來商機。產品從發想到銷售的生命週期中，耗用最多人力的就是售後服務階段，且需求量與銷售量成正比。當產品多數銷往國外且外派服務成本昂貴時，使用網路連線由遠端做產品狀況的初步診斷、保修建議或操作指示，除可減低診斷誤判之負面影響，亦可縮短服務時程，對於不等時域之國際售服將可做到零時差之互動。本研究中將售服操作資訊化，於服務的過程中逐步累積售服工程師之診斷知識，將客訴現象與保修建議間形成智慧型之連結，並將連結組合具有特徵之服務案件儲存為案例，以案例式推理(Case-based Reasoning, CBR)機制來操作運用，當知識案例充足且診斷正確率到達滿意水準時，即可將診斷操作切換為自主進行。如此之漸進切換機制，可大量降低人員工作量，但也不會等比增加服務成本。對於產品壽命較長且經驗傳承原本就吃緊的工具機產品，將提供最廉價且有效的答案。

關鍵字

知識管理 ； 案例式推理 ； 智能化售後服務

並列摘要

Embedding intelligent units with products or production facilities is a major trend in the industry nowadays, for it is the most effective way for advancement. Researches have shown that machines with artificial intelligent are capable of reducing or replacing human efforts and thus making up the inadequate experiences or knowledge. In special, the prevailing information communication technology (ICT) may play an important role in such advancement for the machine tool industry. A typical mechanical product may last more then two decades, not to mention a machine tool, and the amount of maintenance service followed will be proportional to the amount of sales. The loading is especially critical when most of the sales are overseas. The purpose of this research is to utilize ICT in remote communication and knowledge transferring, such that the maintenance services can be interacted on a web-based information platform and the diagnostic knowledge are preserved electronically. When the machine knowledge is adequate, the diagnosis operations will switch to the autonomous mode with a case-based reasoning (CBR) mechanism. It is believed that the intelligent service unit may provide an efficient solution to the labor-intensive machine tool industry.

並列關鍵字

Knowledge Management ； CBR ； Intelligent Post-sale Service

參考文獻

33.康惠雯，邏輯式回歸分析在資料採礦上之應用，東海大學統計學研究所，民國91年。

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