| Summary: | 碩士 === 國立勤益科技大學 === 流通管理系 === 104 === In this research, we investigate the ship order processing of a case company and it’s abnormal customer complaint data analysis in 104 annual,and investigate the causes of human error. The ship order processing flow charts about various departmental units of the logistics center was constructed by ICAM DEFinition(IDEF), and was analyzed customer complaints anomaly data of the logistics center. Complaint category sorting out from customer complaint problems caused by human error, by drawing Fault Tree Analysis(FTA) , and statistics of complaint issues percentage of error patterns, We could identify operator errors and the process, explore the causes for this error, the ship order processing would be given suggestions and improvements to reduce the problem of human error, to make the ship order process more accurate and efficient.
Deconstruction resulted from IDEF show that process about the order processing activities in deconstruction (A2), shipping activities (A7) , distribution activities deconstruction (A8) easily lead to the abnormal human error, but also through the FTA receiving the proportion of error patterns about “abnormal goods address”, “abnormal type of goods”, “abnormal quantity of goods”, “abnormal quality of goods”. Respectively "wrong decisions" and”operations error " accounted for 35.66% are two kinds of highest proportion of human errors, and "misconceptions " accounted for 28.68%. According the data, we can make some suggestions and improvement of the error type, especially the error-prone process.
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