| Summary: | 碩士 === 崑山科技大學 === 企業管理研究所 === 96 === The cost of TFT-LCD panel production equipment is very high; therefore, productivity and product quality should be improved by effective utilization and added value of automated equipment from after service so as to create profit. If domestic equipment providers really understand the demand of customers’ on after service and design effective daily service management system accordingly, competitive power can be improved for these providers who are providing localized domestic equipment and precision machinery.
We have used QFD (Quality Function Deployment) method and SERVQUAL service quality scale in this study so as to survey the maintenance service demand of customer; and then used “defect theory improvement method” to decide the weigh and importance ranking of each customer demand; and then used three stages transformation method of QFD service design of Ermer and Kniper(1998); in addition, we have promoted daily quality management project and its correlativity to TFT-LCD equipment gradually together with internal service managerial staff of case study company. By applying these methods in TFT-LCD equipment service environment, company can understand which daily service management project is more important to customers when they’re doing after service.
Based on the study of the company as well as the calculation result of importance weigh of VOC (Voice of the Customer), we have acquired 19 daily service management items after the calculation of relation matrix. We took previous 20% of important items according to 80/20 rule and acquired 4 items; their priorities as follows: 1. survey the reason of customer complaint and record data. 2. Provide advanced and professional training for service staff. 3. Set standard maintenance time and calculate completion percentage. 4. Set standard machine installation time and machine installation completion percentage.
By the quality function deployment course and method applied in C Company, we can provide reference for the design method of daily service management for relevant industry. What’s more, the result acquired from studying C Company can be applied on the service management of relevant equipment industry so that they understand the important point of after service that equipment users emphasized as well as the important point of management. By this way, TFT-LCD equipment industry or relevant technique service industry can improve customers'' satisfactory degree continually in highly customized service competition market, thus reduce the possibilities of failure when executing after service or avoid losing customers as well as low performance due to wrong guidance and target.
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