| Summary: | 碩士 === 國立勤益科技大學 === 研發科技與資訊管理研究所 === 98 === The coming of the era of knowledge-economy has made an enterprise's competitive advantage no longer depend on a huge land or strong capital, but making good use of tools to meet the utmost benefits with low cost. In the industry of facility service, not only products of low price and good quality, but also after–sales service of speed and reliability are customers’ key considerations for purchasing. This research is focusing on the air-conditioner industry, for it provides the most essential facilities related to the Issue of Energy Saving and Carbon Reduction— for 60% of the entire energy of the earth is spent by air conditioners. In addition, as the raising of the living standards of the new developing countries, the amount of air-conditioners will be higher and higher surely. They become indispensable facilities in human living and industry activities. Since the traditional air-conditioner industry has been depended too much on “human” for service, the fee of manpower is hard to be reduced, and the efficiency could hardly be improved, and the quality reliable can only be elevated a little more.
This research is trying to develop the scheme for the customers’ needs for the information platform in the after-service field within air-conditioner industry, and then verify the scheme by questionnaires to survey which services are met customers’ needs and which ones are not. This research had proceeded by Kano’s model to analyze and generalize these questionnaires, and taken QFD to establish the professional terms for engineers in the industry could realize them. Furthermore, we used some formulas based on the types of these different Kano’s model results to weight these score. The purpose is： First, to survey customers’ needs from the information platform in the after-service field within air-conditioner industry, our expectation is by way of the online service of KM platform to replace and provide another cheaper and certain solution for air-conditioner industry. Second, we provide a strategy for the priority of trade-offs as practicing the scheme of the information platform from the extent after-service field in order to reduce cost. Besides, the research had confined the after-service flow chat and developed the work items, and investigate the customers’ importance and satisfaction score by the I-S model, that would reduce the prepare jobs for those who would realize this platform. The contribution of this research is： First, it is the first publication in Taiwan to discuss these air-conditioner industry service functions in an overall view of after-service field. Some service items may be discussed by other researchers for the individual functions developing, but those were lack of the consideration for overall view to the after-service flows. Second, the service scheme of this research is composed of relative historic references, experts’ opinions, and the author’s personal point of view, in addition the verification of questionnaires of customers.
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