Applying Product or System Availability for Raising Customer Satisfaction

• Main Authors: Shu-Hsien Chen, 陳書賢
• Other Authors: Calvin Yu
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/67608423384965395439

碩士 === 明志科技大學 === 工業管理研究所 === 97 === To ensure the product or system can be performed its required functions under a given period of time, the supplier must pay much attention to the reliability. However, random breakdowns may occur during the product operating period and it needs to be repaired or restored to its original useful state. Availability is a useful term to describe combined reliability and maintainability characteristics. Both reliability and maintainability affect the customer satisfaction; therefore, we may apply availability for measuring customer satisfaction. In this research, the availability was developed under different types of failure mode with different repair time distributions. By applying the Markov chain absorbing analysis, four states - normal usage, minor maintenance, major maintenance and scrap were determined to construct the availability model for analyzing the effect of changing reliability and maintainability. The results show that when product failed, shorter repair time would cause greater difference in availability. Therefore, if supplier could provide prompt service, the customer satisfaction level will be better. Under different types of failure mode, the variability of product availability in the early failure period and wear-out period is larger than in the useful life period, which means that the customer satisfaction is more stabilized in the useful life period.