| Summary: | 碩士 === 國立成功大學 === 工業與資訊管理學系專班 === 96 === Abstract
The purpose of this study is to collect real-time information through internet and set up a method of applying case-based reasoning to fault diagnosis advisory system.
In this age, the behavior of sale and service is hard to separate front-line or back-line. The customer service department in the company should create profits and additional value. In the consumer-electronics markets, consumers redefine brand concept obviously. Not only brand, but also need to supply excellent quality、credit、service. Who can execute who will take the advantage for brand.
These years, higher living standard makes higher quality requirements. Consumers have enormous ego to guard their own rights. The quality of product must accord with consumer’s demand. Now company owners are aware of low customer’s satisfaction or information shortage which will reduce company profit. The strengthen customer service is going to be one of company competitive stratege and a condition of company existence. Real-time analyzing the error symptom of products and solving problems can be execute by internet, effectively informations are collected by internet and applied into fault diagnosis advisory. It will get customer satisfaction and increase company’s competition.
This study developed a software system of liquip crystal display TV fault diagnosis advisory. The application of this system is laid in real environment. The result is represented a novice who uses this system take shorter time than a maintainer who uses his own experience when they deal with TV fault. However, they can take old cases surveyed on database to help related department improve the product or create a new product.
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