| Summary: | 碩士 === 逢甲大學 === 工業工程與系統管理學研究所 === 95 === IC assembly process is at back-end of the semiconductor industry. The stability of the IC supply depends on the performance of yield. Because of the variety of product types, some customers may have strict requirements of product criteria & quality. Although a lot of efforts have put on continuous improvements of imperfect process flow; customer complaint may still happens. When a customer complaint happens, no matter how fast or how well we can take care of the problem which customers are facing, there is still some negative impact on the company. For any company that would like to stay in the business continually, to offer a product which can satisfy customer demand is the only way.
In this research, we use knowledge management and 8D report methods to analyze the cause property of customer complaints and to classify the related rule in order to find the root cause accordingly so as to resolve the problem rapidly.
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