能快速回應及解決客戶問題，實為工具機業服務的首要條件。為能提供快速且具高品質的維修服務，其關鍵則在於對現場機台的掌握程度，然而常因不同機台故障情況的多樣性與不確定性，致維修前所需零件不易推測，造成準備不及而增加維修時間成本。此外，更因所需零件的數量差異性與時間不確定性，從而造成備品的管理困難，增加庫存成本。
為有效推估不同機台故障情況，本研究基於歷史維修紀錄的彙整，利用EEIP (Establish, Estimate, Identify, Perform) 程序以建立一套維修服務系統。在維修追蹤控管上，採狀態機移轉方式以實現機台報修追蹤功能。在維修準備知識上，基於相關性分析與失效模式分析，可針對維修機型與異常現象，以推估其可能的故障模式，及其對應可能的故障零件。最後在備品管理，可依不同零件以估算其平均故障時間，作為備品零件庫存水準的依據。
在研究成果上，經彙整某工具機業十餘年的維修資料，藉由該公司典型的維修服務流程，所開發系統除已提供其進行線上Web維修服務追蹤外，更可透過紀錄維修以建立維修知識庫，提供機台問題點及可能故障零件清單，可分析其失效模式與風險優先序，用以判斷不同的故障模式對機台所造成的風險，提供相對應的處理對策。此外，所建立之維修知識庫更可提供新產品設計開發所需改進問題點。

The service key for the machining tool industry is how to quickly response and solve tool problems from customers. The master degree of tool status decides the maintenance service level. Due to variety and uncertainty of tool failure modes, estimating the required parts before maintenance is hard, such that maintenance preparation is insufficient causing maintenance time and cost increasing. In addition, management of spare parts is difficult and inventory cost is high due to amount difference and lead-time uncertainty of spare parts.
To effectively estimate different failure modes, this study proposes a maintenance service system based on the establish, estimate, identify, perform (EEIP) procedure. In maintenance issue tracking, the repairing tools are traced by state transitions. In maintenance preparation knowledge, potential failure modes and the corresponding malfunction parts can be estimated by tool types and failure modes based on the correlative and failure mode analysis. Finally, in spare parts management, the inventory level of spare parts can be decided by the mean times to failure of different parts.
In results, after collected decades maintenance data of a machining tool company, the proposed system based on the original service process with EEIP provides online Web service for issue tracking, builds maintenance knowledge base from maintenance history, suggests tool issues and a potential failure part list, analyzes failure modes and priority to determine the risks from different failure modes, and provides the corresponding actions. In addition, the maintenance knowledge could provide the issues for new product improvement and design.

摘要 i
Abstract ii
致謝 iii
目錄 iv
圖目錄 v
表目錄 vii
第一章 緒論 1
1.1 研究背景 1
1.1.1 工具機產業現況 1
1.1.2 售後服務 1
1.1.3 相關研究 2
1.2 研究目的 5
1.3 研究架構 6
第二章 理論方法 7
2.1 研究方法 7
2.1.1 失效模式與效應分析 (Failure Mode and Effects Analysis) 7
2.1.2 知識管理 (Knowledge Management) 13
第三章 系統開發 14
3.1 系統分析 14
3.2 系統設計 17
第四章 案例研究 29
4.1 案例說明 29
4.1.1 案例背景 29
4.1.2 系統環境與架構 29
4.1.3 案例假設與限制 32
4.2 系統操作分析 34
4.2.1 使用者介面 34
第五章 結論與未來方向 60
5.1 結論 60
5.2 未來方向 60
參考文獻 61

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