A study on the relationship of Engineering Change and Customer Satisfaction during the R&D process

• Main Authors: Che-Ming Hwang, 黃哲明
• Other Authors: 范淼
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/85488472689017164107

碩士 === 國防管理學院 === 後勤管理研究所 === 90 === Between the environment of technologic quick advance and customs requirement are uncertainty, nearly in every research & development (R&D), the engineering change will not to be avoid. The R&D must have an emergency measure for produce to keep quality, performance and meet requirements. This paper first provide a review of engineering change management definitions and key publications, and reference the system engineering theory, the author building an Three-Dimensional Morphology of Engineering Change, taking the viewpoint into each case, to review the R&D and Integrated Logistic Support (ILS) in process, study the influencing factors for customer satisfaction. Base on the in-depth case study of 4 case, the author identify eight key contributors: communication for change contents, level of customs involve, personnel schedules, change request documents, documents check, version management, data base, executive handling, etc. According to induce then develop four section proposition, and creating a generality structure model of change in R&D influencing factors for customer satisfaction, to allow the managers keep their effort, in the theory model continued improve Development Management and monitoring ILS.