臺灣博碩士論文加值系統

中文摘要
本研究以某一國內知名企業公司個案針對道路救援專案作業流程的實證研究為探討主題，全文首先以IDEF0作為流程分析工具，以突顯個案公司專案流程中的問題癥結，並排除跨域專業者溝通障礙。其次藉由深度訪談個案公司專案作業流程的關鍵人員，以了解現況流程實務運作上的困難；進而透過失效模式與效應分析 (Failure Mode and Effects Analysis，FMEA)風險管理技術，量化服務流程中的風險，針對服務流程作業流程進行改善，並透過模糊數學運算得到風險優先數值，讓專案服務流程作業人員瞭解到失效問題的重要性與問題所在；以提供個案公司確保服務系統在面對各種複雜狀況及不確定因素時，得以適時降低流程的失效風險及造成專案系統設計與執行的負面影響。
研究發現，針對本研究個案公司之失效問題，採取模糊化處理問卷數據所得之排序，與未經過模糊之原始排序相比，其模糊排序較符合個案公司需改善的實際狀況，顯示本研究兼具理論與實務之貢獻。
關鍵詞：道路救援、企業流程再造、IDEF0、失效模式與效應分析、模糊理論

Abstract
This study concerned how to enhance the efficiency of work flow through establishing systematical process, improve service process significantly, and satisfy customers’ overall demands. This study took the empirical case study of a domestic well-known industry about roadside service process as our topic. At first, we used IDEF0 (Integration Definition for Process Modeling) as our process analysis tool to shed more light on the problems of the company and exclude communication barrier between interdisciplinary experts. Secondly, we included in-depth interviews on key members of work flow to understand the importance of failure problem. And then we used the reliability analysis of FMEA (Failure Mode and Effects Analysis) to quantify the rise in service process, accordingly, to improve our service process. We examined the results by using fuzzy assessment to confirm service process can reduce the failure risk and the negative effect of the design and execution of project system when facing complex situations and uncertainties.
The result revealed that, according to the failure problem of this case study, compared with the original sorting which is unfuzzy, the fuzzy sorting is more suitable to the actual state which is needed to modify. Therefore, this study contributed to both theory and practice.
Keywords: Roadside Service, BPR, IDEF0, FMEA, Fuzzy Theory

目錄
謝辭................................................................................................. Ⅰ
中文摘要 ............................................................................................. Ⅲ
英文摘要 ............................................................................................. Ⅳ
目次 ................................................................................................. Ⅴ
表次 ................................................................................................. Ⅷ
圖次 ................................................................................................. Ⅹ
第一章 緒論............................................................................................ 1
1.1 研究背景與動機.................................................................. 1
1.2 研究目的....................................................................... 3
1.3 研究流程....................................................................... 4
1.4 研究範圍....................................................................... 6
第二章 文獻探討........................................................................................ 7
2.1 流程管理....................................................................... 7
2.1.1 企業流程再造.................................................................. 8
2.1.2 服務流程再造.................................................................. 8
2.1.3 IDEF0 ...................................................................... 11
2.2 失效模式與效應分析(FMEA) ....................................................... 12
2.2.1 FMEA之起源與發展............................................................. 13
2.2.2 FMEA之功能與目的............................................................. 15
2.2.3 FMEA執行步驟與評估方式........................................................ 15
2.2.4 FMEA之相關應用文獻................................................... ........ 24
2.3 模糊理論....................................................................... 26
2.3.1 模糊集合 .................................................................... 27
2.3.2 歸屬函數 .................................................................... 28
2.3.3 語意變數 .................................................................... 29
第三章 研究設計..................................................................... 30
3.1 問卷設計........................................................................32
3.2 FMEA模式之建構與演算......................................................... 34
3.2.1 模糊失效模式之評估方式......................................... 35
第四章 個案實證................................................................................ 39
4.1 個案公司介紹...................................................................... 39
4.1.1 公司簡介 .................................................................... 39
4.1.2 公司服務架構............................................................. 40
4.2 個案公司道路救援專案作業流程圖................................... 41
4.3 FMEA問卷資料分析........................................................... 48
4.3.1 FMEA問卷施測對象................................................. 48
4.3.2 模糊FMEA風險評估排序........................................ 51
4.3.3 模糊排序與原始排序之比較..................................... 81
第五章結論與建議............................................................................ 82
5.1 結論與建議 .......................................................................... 82
5.2 未來研究參考 ...................................................................... 85
參考文獻 ............................................................................................. 86
一、中文部份...................................................................................... 86
二、英文部份 ...................................................................................... 88
附錄一 訪談請求函 .......................................................................... 93
附錄二 FMEA問卷 .......................................................................... 94
附錄三 模糊FMEA風險評估排序-業務部門............................... 104
附錄四 模糊FMEA風險評估排序-客服部門................................112
附錄五 模糊FMEA風險評估排序-MIS部門............................... 120
附錄六 模糊FMEA風險評估排序-車隊部門............................... 128
附錄七 FMEA風險評估原始排序................................................. 136

一、中文部份：
小野寺勝重著。張書文譯(2001)。實踐FMEA手法-提升產品或系統的 可靠性、維護性和安全性。中衛發展中心。
丁惠民(2003)。六標準差管理立即上手-初版(譯自Six Sigma for Managers)。美商麥格羅希爾國際股份有限公司，台北市。
王淑卿、曾莉雅(2010)。類神經網路與流程管理技術應用於動態性行銷策略之研究。朝陽學報，6，199-212。
呂執中、劉志堅(2009)。整合FMEA及品質成本模式於醫療產業。品質月刊。45卷11期，p10-13。
李虹嫻 (2007)。綠色採購流程FMEA模式分析。中原大學工業工程碩士論文。
尚文利、王成恩、張士杰、尹朝萬(2004)。基於IDEF與UML的系統建模方法。計算機集成創造系統-CMIS，10(3)，252-258。
林哲宏、鍾國章(2008)。應用失效模式與效應分析於電子化服務品質之建立－以3G行動通訊產業為例。運籌管理評論，3卷1期，p47-57。
周錫英、張起明(1994)。實施失效模式、效應與關鍵性分析之功能、需求與步驟。品質管制月刊，第三十卷第12 期，pp.75-83。
高子傑、葉俊賢(2009)。航空業營運受飛安問題及高鐵之影響研究。危機管理學刊，6卷2期，p67-78。
陳昆揮(2006)。模糊理論應用於土石流危險評估系統之研究。逢甲大學土木工程學所碩士論文。
陳隆壹(2008)。應用模糊失效模式與效應分析於半導體晶圓製程之研究。大葉大學工業工程與科技管理學所碩士論文。
郭思妤、吳亞穎譯(2009)。服務業行銷(譯自Essentials of Service Marketing)。培生教育，台北市。
莊情惠、莊秀文(2007)。化學治療給藥之失效模式與效應分析。護理雜誌，56(4)，62-70
張旭華、呂鑌洧(2010)。以整合性模式探討保險業服務設計與服務品質之提升。管理與系統，17卷1期，p131-157。
張添盛、荘寶鵰(2003)。油漆桶生產線之潛在失效模式分析及製程改善。 品質月刊，39卷10期。
曾耀群(2007)。應用醫療照顧之失效模式與效應分析於醫療流程之改善。國立清華大學工業工程與管理學系碩士論文。
管孟忠(2008)。策略專案管理系統建模與決策-2版。博頡策略顧問公司出版，桃園。
歐建暉(2004)。以模糊理論為基礎的網路故障推論系統。私立東海大學資訊工程與科學研究所碩士論文。
劉漢容、陳文魁(2005)。品質管理六標準差式。滄海出版社，台中。
盧昆宏、江季哲(2010)。模糊田口法於多重品質特性製程上之研究－以TFT金屬鍍膜製程為例。品質學報，17( 1)，1-21。
楊錦洲、陳建誠、陳百盛(2006)。建立醫藥物流作業流程FMEA模式，中華民國品質學會第十二屆全國品質管理研討會。
楊明德、林佑昌、蔡婷鈺、楊曄芬(2008)。結合衛星影像與模糊理論於水庫水質優養判釋與管理。中國土木水利工程學刊，12(2)，205-215。
郭義隆、郝宗瑜(2010)，應用FMEA機制探討降低印前製程不良率之可行性研究，中華印刷科技年報。


二、英文文獻：
Andre Segismundo, Paulo Augusto Cauchick Miguel(2008). Failure mode and effects analysis (FMEA) in the context of risk management in new product development; A case study in an automotive company.The International Journal of Quality & Reliability Management,Vol. 25, Iss. 9,pg. 899.
AIAG. (2008). Potential Failure Mode and Effects Analysis (FMEA). 4th Edition.
Boldrin, M., Lorenzi, D. A., Fiorentin, A., Grando, L., Marcuzzi, D., Peruzzo, S.,Pomaro, N., Rigato, W. & Serianni, G. (2009). Potential failure mode and effects analysis for the ITER NB injector. Fusion Engineering and Design, 84, 466-469.
Cotnareanu, T. (1999).Old tools–new uses: equipment FMEA. Quality Progress, 32(12), pp.48–52.
Cassanellia, G., Mura, G., Fantini, F., Vanzi, M. & Plano, B. (2006). Failure Analysis-assisted FMEA. Microelectronics Reliability,46,1795-1799.
Chuang, P. T. (2007). Combining Service Blueprint and FMEA for Service Design. The Service Industries Journal, 27(2), 91-104.
Chang, K. H. (2009). Evaluate the orderings of risk for failure problems using a more general RPN methodology. Microelectronics Reliability, 49, 1586-1596.
Chang, C.L., Lo, S. L. & Yu, S. L. (2005). Applying fuzzy theory and genetic algorithm to interpolate precipitation. Journal of Hydrology, 314, 92-104.
Chrysler Corporation(1995). Ford Motor Company,General Motors Corporation, Potential Failure Mode and Effects Analysis, Reference Manual , Second Edition.
Cliff Welborn(2007). Using FMEA To Assess Outsourcing Risk. Quality Progress ,Vol. 40, Iss. 8.
Ford Motor Company (1988). Potential Failure Mode and Effects Analysis, Instruction Manual.
Guimara, A.C.F. and Lapa, C.M.F. (2004a). Fuzzy FMEA applied to PWR chemical and volume control system. Progress in Nuclear Energy, 44(3), pp.191–213.
Guimar, A.C.F. and Lapa, C.M.F. (2004b). Effects analysis fuzzy inference system in nuclear problems using approximate reasoning. Annals of Nuclear Energy, 31(1), pp.107–15.
Gilchrist, W., (1993) . ”Modeling Failure Modes and Effects Analysis”. International Journal of Quality ＆ Reliability Management, Vol.10 No.5, pp.16-23.
Hammer, M. & Champy, J.(1993).Reengineering the Corporation-Amanifesto for Business Revolution . Harper Business.
Hossam S. Ismail, Mustafa Rashid, Ping Zhu, and Jenny Poolton(2010).A IDEF0-Based Methodology for Projet Reliability Assessment.IEEE, 1570.
Hongbiao Li, Lixin Yin, (2009).A Data Architecture Model Based on IDEF0 for Business-to Business Electronic Commerce.IEEE.
Huang, Y. P. and Chen, H. J., (2000). Using extension theory to design a fast data processing model. IEEE International Conference on Systems, Man, and Cybernetics, 5, 3410-3420.
Hsieh, K. L., Tong, L. I. & Wang, M. C. (2007). The application of control chart for defects and defect clustering in IC manufacturing based on fuzzy theory. Expert Systems with Applications, 32, 765-776.
IEC 812 (1985).Analysis Techniques for System Reliability-Procedure for Failure Mode and Effects Analysis：FMEA.
Johnson, K. (2002). It’s fun to work with an F-M-E-A. Quality Progress, 35(1), p.152.
Lore, J. (1998).An innovative methodology: the life cycle FMEA.Quality Progress, 31(4), p.144.
Kao, T.C., Yeh, J.H., Cheng, C.C. & Kung, C.J. (2009). The Study of the Strike Effects of Aviation Safety and High Speed Rail on Civil Aviation.Industry Journal of Crisis Management, 6(2), 67-78.
Krajewski & Ritzman,(2005).Operations Management.
10.Leppard, J. and Molyneux, L., (1994). Auditing Your Customer Service.Routledge, New York.
Lovelock, C.,( 1996). Services Marketing, Prentice Hall, Upper Saddle River, New Jersey.
Laarhoven, P. J. L., & Pedrycz, W. (1983). A fuzzy extension of Saaty’s priority theory. Fuzzy Sets and Systems, 11, 279-302.
MIL-STD-1629A (1980).Military Standard procedure for Performing a Failure Mode Effects and Criticality Analysis.
Nakajima, S., Nakamura, S., Kuji, K., Ueki, T., Ajioka, T. and Sakai,T.(2002). Construction of a cost effective failure analysis service network–microelectronic failure analysis service in Japan, Microelectronics Reliability, 42(4–5), pp.511–21.
Price, C.J. and Taylor, N.S. (2002). Automated multiple failure FMEA. Reliability Engineering and System Safety, 76(1), pp.1–10.
Pillay, A. and Wang, J. (2003). Modified failure mode and effects analysis using approximate reasoning, Reliability Engineering and System Safety, 79(1), pp.69–85.
Pao-Tiao Chuang.(2007).Combining Service Blueprint and FMEA for Service Design. The Service Industries Journal, Vol.27, No.2 ,pp.91–104.
Rotondaro, R. G. & Oliveira, C. L. (2001). Using Failure Mode Effect Analysis (FMEA) to Improve Service Quality Service Operations anagement.Proceedings of the Twelfth Annual Conference of the Production and Operations management Society.
F.Robert Jacobs, Richard B. Chase, Nicholas J. Aquilano(2008).Operations and Supply Management with Student DVDRom: For Competitive Advantage with Global Cases. McGraw-Hill Higher Education
Shostack, G.L. (1984). Designing services that deliver. Harvard Business Review, 62(1), p.134.
Suzanne Day., Joseph Dalto ., Jolene Fox., Ann Allen and Sarah Ilstrup(2010) .Utilization of Failure Mode Effects Analysis in Trauma Patient Registration. Quality Management in Health Care, Vol. 16, Iss. 4, p. 342.
Tie Liu, Chi-Liang Lin & Johnson Liu(2008). Application of FMEA and KT Method on Fab Daily Management. Journal of Quality ,Vol. 15, No. 6, p.399
Talwar, R.(1993). Business Re-engineering:a Strategy-driven Approach.Long Range Planning, Vol. 26, No.6, pp22-40.
Vandenbrande, W.W. (1998). How to use FMEA to reduce the size of your quality toolbox. Quality Progress, 31(11), pp.97–100.
Wang, R. C. & Chuu, S. J. (2004). Group decision-making using a fuzzy linguistic approach for evaluating the flexibility in a manufacturing system.European Journal of Operational Research, 154, 563-572.
Waelder, O. (2007). An application of the fuzzy theory in surface interpolation and surface deformation analysis. Fuzzy Sets and Systems, 158, 1535-1545.
Willy, W. V (1998). “How to FMEA to Reduce the Size of Your Quality Toolbox＂.Quality Progress, 97-100.
Xu, K., Tang, L. C., Xie, M. S., Ho, L., & Zhu, M. L. (2002). Fuzzy assessment of FMEA for engine systems. Reliability Engineering and System Safety, 75(1), 17-29.