A study integrates 8 Disciplines, FMEA and knowledge management to reduce the recurrence-rate of customer complaint -A Case Study of “A” Company

• Main Authors: Chou, Yu-Ying, 周毓瀅
• Other Authors: Chen, Chee-Cheng
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/34965837632596646880

碩士 === 國立屏東科技大學 === 企業管理系所 === 98 === The 8 Discipline method has been popularly applied to enterprises in which no real-time and standardized methodology exists. Failure Mode and Effects Analysis (FMEA) is an analytical technique that combines the technology and experience of people in identifying the potential failure modes of a product or process and plan for the elimination of these failure causes. FMEA attempts to detect the potential product-related or process-related failure modes. The technique is used to anticipate the cause of failure and prevent them from occurring. In general, to maintain good relationships with customers, management must fully understand the customer complaint behaviors thoroughly. Knowledge has become the critical core capital in the knowledge economy flowing from information technology. The most important source of competitive advantage today is an organization’s capability to learn through value cognition to create innovation value. Knowledge management has become the primary focus for enterprises in the 21st century. This study integrates 8 Disciplines, FMEA and knowledge management to reduce the recurrence-rate of customer complaints.