臺灣博碩士論文加值系統

摘 要
本研究的目的即在隨時透過網際網路蒐集即時資料，並建立一套以案例式推論之方法應用於故障診斷諮詢系統（Fault Diagnosis Advisory System）。
在銷售及服務行為上難以區分前線、後方的年代，企業中的售後服務部門同樣可為企業創造利潤，創造更多的附加價值。在今日的消費電子產品市場，消費者已漸漸對品牌的觀念重新定義，誰能提供品質好、信用好、服務好、價錢公道的商品。即統一推行之”三好一公道” 之理念，誰就能取得品牌之優勢。
近年來更隨著生活水準的提高，對於產品的品質要求也相對提高，在消費者意識日漸高漲的今日，消費者逐漸重視到自身的權益，對所購買的產品品質的要求必須符合顧客的需要，而現今企業主大都已經意識到，當顧客滿意度不高或資訊取得不足時，企業的獲利狀況就會面臨挑戰，所以售後服務將是企業競爭優勢及永續生存的條件之ㄧ。藉由網際網路（Internet）的協助能夠立即分析產品故障症狀並予以解決，將可有效即時收集維修資訊，並將此資訊應用於故障診斷諮詢（Fault Diagnosis Advisory），使顧客滿意，並可增加企業之競爭力。
因此本研究所發展出的一套“液晶電視故障診斷諮詢系統”軟體，在現實環境的執行效率經過實驗設計，其結果表示採用此液晶電視故障診斷諮詢系統的新手，在面對電視異常時的整體維修處理時間會比與對此領域具有異常處理經驗的維修人員為佳，並利用案例庫索引方法，擷取舊案例知識，作為公司相關單位進行品質改善或新產品設計之參考依據。

Abstract
The purpose of this study is to collect real-time information through internet and set up a method of applying case-based reasoning to fault diagnosis advisory system.
In this age, the behavior of sale and service is hard to separate front-line or back-line. The customer service department in the company should create profits and additional value. In the consumer-electronics markets, consumers redefine brand concept obviously. Not only brand, but also need to supply excellent quality、credit、service. Who can execute who will take the advantage for brand.
These years, higher living standard makes higher quality requirements. Consumers have enormous ego to guard their own rights. The quality of product must accord with consumer’s demand. Now company owners are aware of low customer’s satisfaction or information shortage which will reduce company profit. The strengthen customer service is going to be one of company competitive stratege and a condition of company existence. Real-time analyzing the error symptom of products and solving problems can be execute by internet, effectively informations are collected by internet and applied into fault diagnosis advisory. It will get customer satisfaction and increase company’s competition.
This study developed a software system of liquip crystal display TV fault diagnosis advisory. The application of this system is laid in real environment. The result is represented a novice who uses this system take shorter time than a maintainer who uses his own experience when they deal with TV fault. However, they can take old cases surveyed on database to help related department improve the product or create a new product.

目錄
摘要 I
誌謝 Ⅲ
目錄 IV
表目錄 VII
圖目錄 VIII
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的與範圍 4
1.3 研究流程與步驟 5
1.4 論文架構 6
第二章 文獻探討 8
2.1 液晶電視之系統設計組成，相關技術及生產過程說明 8
2.1.1 LCD TV 各組成說明 10
2.1.2 液晶電視之系統設計組成，相關技術及生產過程說明 10
2.1.3 LCD TV自動化生產流程 17
2.2 返品維修 RMA (Return Material Authorization) 18
2.2.1 售後服務(After Service) 18
2.2.2 售後服務的角色、功能與項目 20
2.2.3 售後服務部門功能別架構 22
2.3 知識管理 KM (Knowledge Management) 22
2.3.1 何謂知識管理 23
2.3.2 知識管理的目的為何 25
2.3.3 知識的類別 25
2.4 故障診斷(Fault Diagnosis) 26
2.4.1 專家系統的特性 27
2.4.2 專家系統的組成結構 28
2.4.3 各種專家系統使用的方法與其應用 30
2.4.4 推論引擎選擇 32
2.5 故障診斷知識庫擷取方法 34
2.5.1 知識擷取的方式 35
2.5.2 案例式推論之知識擷取 35
2.6 案例式推論CBR（Case-Based Reasoning）系統 36
2.6.1 案例式推論 (Case-Based Reasoning) 原理 36
2.6.2 案例式推論之應用比較 37
2.7 小結 38
第三章 研究方法 39
3.1 研究程序 39
3.2 案例式推論方法 39
3.3 系統規劃及設計 40
3.3.1 維修管理系統之規劃流程 40
3.3.2 機種名稱 (Model name)之建立 43
3.3.3 故障代號 (Error Code)之建立 44
3.3.4 故障診斷諮詢系統架構 45
3.4 小結 46
第四章 維修管理系統之作業及故障診斷諮詢系統發展 47
4.1 一級維修作業流程 47
4.1.1 一級維修新增資料登錄 47
4.1.2 一級維修檢測資料登錄 49
4.1.3 一級維修維修資料登錄 51
4.2 二級維修作業流程 53
4.3 故障診斷諮詢系統之諮詢作業流程及其應用 56
4.4 實驗比較與成效分析 59
4.4.1 實驗設計 59
4.4.2 實驗結果分析 62
4.5 小結 63
第五章 結論與建議 64
5.1 結論及貢獻 64
5.2 建議 66
參考文獻 67

表目錄
表2-1專家系統與一般電腦系統之比較 27
表2-2專家系統於故障診斷的應用 31
表2-3不同的診斷系統的比較 33
表3-1 故障代碼表 44
表4-1實驗之測試成員 59
表4-2 TV的故障異常現象 60
表4-3實際維修完成之時間 61
表4-4 成對 t檢定比較結果 62

圖目錄
圖1-1 研究流程圖 6
圖1-2 論文架構 7
圖2-1大尺寸、高解析度LCD TV的技術架構 8
圖2-2以家庭娛樂與視訊溝通為核心的網路通訊架構 9
圖2-3大尺寸、高畫質電視的主要組成及S 公司的自有技術範圍 9
圖2-4 Gamma、White Balance Point自動調整畫面 11
圖2-5 HDTV電路系統方塊圖 12
圖2-6 Color Cross現象比較 13
圖2-7 De-interlacer的差異比較 14
圖2-8電影畫面轉成廣播畫面的比較 14
圖2-9動態補償 15
圖2-10 LCD Panel溫度分布 16
圖2-11對LCD TV ID外觀設計的範例 17
圖2-12 LCD TV 自動化生產流程 17
圖3-1維修管理系統一級維修作業之流程圖 43
圖3-2機種別名稱編號方式 43
圖3-3故障診斷諮詢系統架構 45
圖4-1 TV相關資料之登錄作業流程圖 47
圖4-2 Login the repair system 48
圖4-3 RMA TV登錄 48
圖4-4 TV檢測資料之相關作業流程圖 49
圖4-5 RMA TV QC-1 50
圖4-6 RMA TV QC-2 50
圖4-7 TV維修資料之相關登錄作業流程圖 51
圖4-8 RMA TV 維修-1 52
圖4-9 RMA TV 維修-2 52
圖4-10二級維修系統之作業流程 53
圖4-11 PCBA 相關資料登錄 54
圖4-12 PCBA故障代碼登錄 55
圖4-13 PCBA零件更換紀錄登錄 55
圖4-14故障諮詢診斷系統諮詢流程 56
圖4-15一級維修故障診斷諮詢 57
圖4-16二級維修故障診斷諮詢 57
圖4-17客戶當月故障原因前五名及故障維修之方式 58
圖4-18 實驗測試及驗證過程 60

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