臺灣博碩士論文加值系統

中文摘要

有效的知識管理是二十一世紀組織經營競爭優勢的原動力。知識與經驗可以蕴藏在文件、個人記憶、資料庫、作業流程、產品及服務等組織記憶儲存體之中。

組織內成員根據，以往過去的經驗所獲得的內隱知識，成為轉換組織記憶的重要關鍵，而導入維修知識庫建立基礎知識樹，以循序漸進的方式、使維修知識如積沙成塔的堆積，不因維修人員的調動或設備負責人的輪調，而造成維修技術的斷層、或流失，並提供未來組織成員解決問題時的參考，所以設備維修部門，必須建構維修知識庫，來預防人為因素或企業環境的影響，所造成的損失。

本研究採用資訊處理觀點，探討建構設備維修知識庫，如何在最適當時間導入維修知識庫，並能讓維修知識系統在導入過程中，使用有限資源及降低使用者和維修者，對系統導入使用時的抗拒與阻力，主動提供使用者與管理者設備機台即時監看資訊，由被動叫修變成主動維修，減少使用者操作不便，提供維修者及管理者設備目前即時狀態，才能成功導入維修知識管理系統，讓系統發揮到關鍵性的成效，最後讓知識管理系統將維修技術、維修知識，永續保存在企業組織當中，以提昇企業競爭力。

研究結果顯示，設備維修部門導入維修知識管理系統，不僅可以降低停機維修時間、提高設備榢動率增加生產量，還可以避免維修過程中，重複浪費不必要的檢測時間及重複更換零組件，減少維修成本損失及維修人力。希望本研究之個案探討分析可作為企業未來對設備維修部門，如何進行維修知識管理系統建構及導入時的參考。

ABSTRACT

Knowledge Management is the most important source of organizations’ competitive advantage in twenty one century. Knowledge and experience need carriers to embed indocuments, individual memory, databases, work process, product and service, called organizational memory (OM).

Organization members according to past experience of the past, the implicit conversion of knowledge, become the key organizational memory, and import maintenance knowledge base to establish basic knowledge tree, in an incremental manner, facilitating knowledge such as sand into a tower of stacked, not because of maintenance staff redeployment or equipment in charge of the wheel, and maintenance of faults, or loss, and provide future organization members resolve the problem of reference, so the device maintenance departments, building maintenance and knowledge, must be to prevent human factors or enterprise environment, caused by the loss.

This information processing view of construction equipment maintenance knowledge base, how in the most appropriate time into maintaining knowledge base, and maintenance of knowledge system during the import process, the use of limited resources and reduce user and maintenance, on a system of import and resist when used, the initiative provides users and managers equipment plant monitoring information in real time, from passive call initiates into proactive maintenance, reducing user operation inconvenience, provides maintenance and equipment currently live State, in order to successfully import maintenance knowledge management system, allowing the system to sort results, and finally make knowledge management system for the maintenance, repair, and sustainable development, are saved to the enterprise organization, to enhance the competitiveness of enterprises.

According to the findings of the study, equipment maintenance departments import maintenance knowledge management system, not only can reduce downtime and maintenance time, increase equipment jia fixed rate of increase in production, you can avoid maintenance process, repeat wasting unnecessary testing time and repeat replacement parts or components, reduce maintenance costs and maintenance personnel. Hope this research case studies and analysis can be used as an enterprise in the future on equipment maintenance departments, how to repair the construction knowledge management system and import references.

目錄
摘要 Ⅰ
ABSTRACT Ⅱ
誌謝辭 Ⅳ
目錄 Ⅴ
圖目錄 Ⅷ
表目錄 Ⅸ



第一章 緒論 1
1.1 研究背景 1
1.2研究動機 3
1.3研究目的 5
第二章 文獻探討 7
2.1 組織知識創造過程 7
2.2 內隱知識與組織記憶 10
2.3 個人記憶與組織記憶的關係 13
2.4 個人記憶中的內隱知識 15
2.5 內隱知識到組織記憶的轉換 17
2.6 何謂PDCA轉換 18
2.7 QC手法應用 20
2.7.1 何謂特性要因圖： 20
2.7.2 何謂柏拉圖： 21
2.7.3 何謂直方圖： 23
2.7.4 KPI指標在企業績效管理的應用 24
2.8 導入知識管理的成功因素 27
第三章 研究方法 29
3.1 研究方法的選擇 29
3.1.1 資料收集方法 30
3.1.2 個案公司之選擇 31
3.2 研究步驟 31
3.3 研究設計 35
3.3.1 資料分析方法 35
3.3.2 故障原因分析 38
3.4 個案公司背景介紹 38
3.4.1 產業概況與發展趨勢 38
3.4.2 目前維修問題介紹及解決構思 40
第四章 個案公司-CIMS 系統與維修知識庫系統簡介 46
4.1 CIMS系統架構介紹 46
4.2 EMS設備連線管理系統(EQUIPMENT MANAGEMENT SYSTEM) 48
4.3 MTS設備維修追蹤系統(MAINTENANCE TRACKING SYSTEM) 49
4.3.1 MTS開發與應用 49
4.3.2 設備維修知識庫 功能與運用及限制 50
4.4 建立故障停機趨勢圖： 52
4.5 快速查詢故障歷史維修記錄： 53
4.6 建立維修知識庫所遇到的困難度 54
第五章 實驗系統導入前後個案結果 57
5.1 導入前 57
5.1.1 實例1：(新手上路) 57
5.2 導入後 60
5.2.1 實例1：(新手上路) 60
5.3 維修知識庫導入後實驗結果分析： 65
5.4 個案實驗後分析 68
5.5 研究發現 69
5.5.1 導入成效說明1.：停機時間 69
5.5.2 導入成效說明2.：等待維修時間 72
5.5.3 導入成效說明3.：導入後年產量增加 73
5.5.4 導入成效說明4.：減少設備重大故障停機次數 73
5.5.5 導入成效說明5.：維修人力縮減 73
第六章 研究結論與建議 74
6.1 結論與建議 74
6.2 實務建議 79
6.3 研究限制與後續研究方向 80
6.3.1 研究限制 80
6.3.2 後續研究方向 80

參考文獻(英文) 81
參考文獻(中文) 85


圖表目錄
圖表 2-1 組織內創造知識的四種基本型……………………………………………11
圖表 2-2 知識的螺旋…………………………………………………………………12
圖表 2-3 特性要因分析圖(又稱魚骨圖)……………………………………………24
圖表 2-4 瓶類不良項目柏拉圖………………………………………………………25
圖表 2-5 導入知識管理的成功因素…………………………………………………32
圖表 3-1 研究步驟示意圖(資料來源：本研究)……………………………………39
圖表 3-2 知識管理系統架構…………………………………………………………39
圖表 3-3 MTS維修系統雛型示意圖如上……………………………………………40
圖表 3-4 目前維修問題現況與系統導入目標示意圖………………………………47
圖表 4-1 資訊技術架構圖(本研究整理)……………………………………………53
圖表 4-2 維修知識管理系統(各子系統)……………………………………………53
圖表 4-3 EMS: 設備連線管理系統…………………………………………………54
圖表 4-4 設備即時狀態(歷史資料查詢)……………………………………………54
圖表 4-5 MTS: 設備維修追蹤系統…………………………………………………57
圖表 4-6 微調站各機台故障停機趨勢圖……………………………………………59
圖表 5-1 導入前流程圖………………………………………………………………63
圖表 5-2 導入後流程圖………………………………………………………………66
圖表 5-3 維修追蹤系統版面簡介……………………………………………………67
圖表 5-4 MTS故障排除完成記錄版面簡介…………………………………………67
圖表 5-5 CIM設備即時狀態…………………………………………………………68
圖表 5-6 CIM設備即時狀態歷史記錄………………………………………………68
圖表 5-7 故障排除知識庫……………………………………………………………69
圖表 5-8 設定故障排除知識庫………………………………………………………69
圖表 5-9 設備停機原因直條圖………………………………………………………70
圖表 5-10 故障分析魚骨圖………………………………………………… ………70
圖表 5-11 實驗前後停機時間比較……………………………………………… …71
圖表 5-12 重大維修矯正單…………………………………………………… ……72
圖表 5-13 實驗前後停機時間比較(2)………………………………………………73
圖表 5-14 設備維修追蹤系統(歷史記錄)……………………………………………75
圖表 5-15 設備維修追蹤系統(歷史記錄)……………………………………………76
圖表 6-1 維修知識管理系統 (導入前後成效比較)…………………………………82
圖表 6-2 維修知識管理系統 (導入前後成效比較)…………………………………82

表目錄
表 2-1 內隱知識與外顯知識比較表……………………………………………………18
表 3-1 設備效能計算定義 (資料來源:本研究) ……………………………………41
表 3-2 關鍵衡量指標說明(量化)………………………………………………………42
表 3-3 可能發生故障的原因分類表(週) ……………………………………… ……43
表 3-4 統計設備故障時間表(月) ……………………………………… ……43
表 3-5 石英產業主要產品之運用領域 (資料來源:個案公司公開說明書) ………45
表 3-6 節省工程人員收集資料時間示意圖……………………………………………46
表 3-7 找出停機時間最長的設備示意圖………………………………………………48
表 3-8 找出維修次數最多的設備示意圖………………………………………………48
表 3-9 找出故障原因最多的設備示意圖………………………………………………49
表 3-10 找出故障率示意圖………………………… …………………………………49
表 3-11 每季KPI達成率示意圖…………………………………………………………50
表 3-12 設備故障次數(週報表)示意圖：……………………………………… ……50
表 3-13 設備故障時間統計(月報表)示意圖…………………………………… ……51
表 4-1 微調站各機台故障停機趨勢圖…………………………………………………58
表 4-2 設備停機原因直條圖……………………………………………………………58
表 4-3 故障停機統計報表………………………………………………………………59
表 4-4 排除故障原因階層圖……………………………………………………………62
表 5-1 導入前停機時間統計資料………………………………………………………65
表 5-2 導入後停機時間統計資料………………………………………………………71
表 5-3 排除故障原因階層圖……………………………………………………………77
表 5-4 導入後產生效益(一) …………………………………………………………78
表 5-5 導入後產生效益(二) …………………………………………………………79
表 5-6 導入後產生效益(三) …………………………………………………………79
表 5-7 導入後產生效益(四) …………………………………………………………79
表 5-8 導入後產生效益(五) …………………………………………………………79
表 6-1 維修知識管理系統導入後 (每季故障停機時間目標達成率)……… ………83
表 6-2 維修知識管理系統導入後(關鍵衡量指標說明) ……………………… ……84

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