模糊失效模式與效應分析應用於建築業售後服務之研究

The Research of Applying Fuzzy Failure Modes and Effect Analysis on Sales Services for Construction Industry

陳文欽(W. C. Chen) ； 劉邦樓(B. L. Lui) ； 王媛君(Y. C. Wang) ； 曾文美(W. M. Tseng)

《危機管理學刊》 3卷1期 (2006/03) Pp. 23-32

https://doi.org/10.6459/JCM.200603_3(1).0003

摘要

現代的企業面對龐大的資料洪流，需要有效的工具來協助捕捉顧客的相關資訊，本研究以建築業為例，應用資料採礦的觀念與方法，將建築物完工後，顧客搬遷進住使用中所發生的問題及修繕的內容，經由分析瞭解其發生頻率進行區隔，從顧客反應的意見中，結合模糊失效模式及效應分析，利用專家意見整合影響修繕發生內容之潛在風險因子，並且彙總失效原因、發生頻繁及處理方式之因素。依據上述資料建立快速檢核修繕問題系統，將模糊失效模式及效應分析與傳統失效模式及效應分析，兩者結果做比較，提出客觀建議措施及可行改善方案，作為建設公司未來檢視設計及改善施工品質之方向，以增進往後建築施工管理績效與提昇建設公司創造優勢的競爭力。

關鍵字

模糊失效模式與效應分析 ； 資料採礦 ； 售後服務

並列摘要

Modern enterprises need effective tools to assist in catching the related information of customers during facing data in huge amount, this research take the architecture industry for example, by using the idea and method of Data Mining, to separate all customer into different group after group analysis the frequency of problems and restoration content which provide by customer after they move in to the building, this research also combine the Fuzzy Failure Mode and Effects Analysis, using the expert advice to confirm the latent risk factor that can influence the restoration content, and also complies the factors of failure reason, frequency and processing way. A fast restoration review system should be built up according to the data mentioned above, in the system will compare the result of fuzzy FMEA and traditional FMEA, to provide a objective suggestion and feasible improvement plan, also provide a basic direction of design review and execution quality improvement in the future, to improve the execution management performance and superiority of competitive ability of company.

並列關鍵字

Fuzzy Failure Modes and Effect Analysis (FFMEA) ； Data Mining ； Sales Services

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