摘要

學號：N10558014
論文名稱：運用FMEA提升顧客滿意度－以Y電器行為例。
總頁數：83
學校名稱：國立屏東科技大學 系別：企業管理系
畢業時間及摘要別：106學年度第二學期碩士學位論文摘要
研究生：胡健政 指導教授：鄭文英 博士
論文摘要內容：
台灣的服務業未來面對的競爭與威脅越來越多，包括生育率降低、人口高齡化、AI取代人工、經營成本不斷提高等改變及影響，面對這些變化，唯有強化競爭能力與優勢，滿足顧客多元需求，才能確保產業能永續經營。因此，維持良好的顧客滿意度是永續經營的基礎，為此，需要建立一套有系統、有效率的分析管理及回應機制。
本研究旨在運用失效模式與效應分析方法了解從事實務之人員與顧客的互動中可能發生的服務失效與衍生之顧客不滿意情況，建立一套自主檢測失效模式的能力與改善機制。期以FMEA技術系統式地分析服務系統內潛在的失效情況與所可能造成之影響，並探究其主要原因，選出優先順序做風險排除、修正，以及提出改善建議及風險管控作為，降低顧客受到的服務失效之風險或影響，提升顧客的滿意度。經本研究實證應用FMEA分析於Y電器行，得到以下結論：
一、 檢視Y電器行服務失效環節，針對整體運作流程作出分析、簡化問題，可有效避免日後產生更嚴重的誤失。
二、 提供電器服務業參考依據，使用者亦能依照不同系統的作業模式，做最符合該體系的改善措施。
三、 本研究將失效模式分析結論透過個案公司實務操作後，已獲得正面肯定之結果，確實能使預防機制發揮最大效益，確保服務失誤獲得改善。
關鍵字：失效模式與效應分析、顧客滿意度、風險優先指數。

Abstract

Student ID：N10558014
Title of thesis：Applying the Failure Mode and Effect Analysis (FMEA)
to Improve Customer Satisfaction－A Case of Y
Electronic Appliances Shop.
Total page：83
Name of Institute：Department of Business Administration, National
Pingtung University of Science and Technology
Graduate date：June, 2018 Degree Conferred：Master
Name of student：Chien-Cheng Hu Adviser：Wen-Ying Cheng, Ph.D.
The contents of abstract in this thesis：
The service industry in Taiwan will face more and more competition and threats in the future, including changes in the fertility rate, population aging, artificial replacement of AI, and continuous increase in operating costs. In the face of these changes, only by strengthening the competitiveness and strengths and satisfying the diverse needs of customers will it be possible to ensure that the industry can operate sustainably. Therefore, keeping good customer satisfaction is the basis for sustainable business. To this end, a systematic and effective analytical management and response mechanism needs to be established.

This study applies the Failure Mode and Effect Analysis (FMEA) approach to understand the service failures and derived customer dissatisfaction that may occur from the interaction between the personnel and customers in the service, and establish a set of capabilities and improvement mechanisms for detecting failure modes. FMEA technology was used to systematically analyze the potential failures and possible impacts in the service system, and explore the main reasons. Priorities are taken as indices to select activities for risk elimination and correction, as well as suggestions for improvement and risk management. Reduce the risk or impact of customer service failures and improve customer satisfaction. The empirical analysis of the application of FMEA analysis in the Y electrical appliances shop, obtained the following conclusions:
(1) The serious mistakes of Y electrical appliances shop can be effectively avoided by analyzing and simplifying the operation process.
(2) Providing reference basis for electrical services, furthermore users can also make the most appropriate decision in different system operation mode,
(3) Through practically operated the failure mode analysis, the results are shown positively not only in reducing the risks of failure, but also ensuring the errors being prevented and improved.

Keywords：Failure Mode and Effect Analysis (FMEA), Customer Satisfaction, Risk Priority Number (RPN)

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