本研究係探討汽車板噴維修過程中,如何透過流程、管理、作業分工及設備改善,來縮短維修作業時間,滿足顧客需求,並提升服務廠之作業效率,在此研究中係以豐田生產系統TPS (Toyota Production System)之理念為主軸,並將Toyota Way 之精神,運用於汽車板噴維修作業之流程中,將及時化(Just in Time)、看板管理(Kanban)及改善活動 (Kaizen Activities)實踐於服務廠之日常運作當中,故「豐田生產線式板噴維修作業」體制,確實有其市場性及發展價值。 經實證研究顯示「豐田生產線式板噴維修作業」將小損傷之維修天數從4∼5天之作業時間,降低至2.9天內完成,甚至達到「預約入廠,隔日交車」8小時內完成維修,又經顧客問卷調查結果顯示,高達90%以上之顧客肯定此項服務,在做好CS (Customer Satisfaction)及CR (Customer Retention)之同時,業者也因為作業效率提升而創造更佳的利益,顧客與業者間成了雙贏之局面。
The time-consuming problem in the process of vehicle body & paint repair operations was investigated in this study. The Toyota Way spirit of the Toyota production System was applied to the work flow, management, task-branching and improving equipment in relation to meeting clients’ need and improving efficiency. The current study shows that it is possible to reduce the number of days required for repairing minor body & paint damages from 4-5 days to within 2.9 days, In fact, it is even possible to complete the job within eight hours so as to reach the goal of “by appointment, next day delivery” service, Such a service has gained satisfaction from over 90% of the clients.