An Empirical Study of Roadside Service Process Improvement Based on Fuzzy Assessment of FMEA

• Main Authors: Wu, Hsiu-Jung, 吳秀容
• Other Authors: Liou, Ji-Chyuan
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/15849548902904941623

碩士 === 國防大學管理學院 === 資源管理及決策研究所 === 99 === Abstract This study concerned how to enhance the efficiency of work flow through establishing systematical process, improve service process significantly, and satisfy customers’ overall demands. This study took the empirical case study of a domestic well-known industry about roadside service process as our topic. At first, we used IDEF0 (Integration Definition for Process Modeling) as our process analysis tool to shed more light on the problems of the company and exclude communication barrier between interdisciplinary experts. Secondly, we included in-depth interviews on key members of work flow to understand the importance of failure problem. And then we used the reliability analysis of FMEA (Failure Mode and Effects Analysis) to quantify the rise in service process, accordingly, to improve our service process. We examined the results by using fuzzy assessment to confirm service process can reduce the failure risk and the negative effect of the design and execution of project system when facing complex situations and uncertainties. The result revealed that, according to the failure problem of this case study, compared with the original sorting which is unfuzzy, the fuzzy sorting is more suitable to the actual state which is needed to modify. Therefore, this study contributed to both theory and practice. Keywords: Roadside Service, BPR, IDEF0, FMEA, Fuzzy Theory