博碩士論文 109453049 詳細資訊




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姓名 余雅婷(Ya-Ting Yu)  查詢紙本館藏   畢業系所 資訊管理學系在職專班
論文名稱 應用案例式推理於問題管理系統之研究 -以筆記型電腦產品為例
(Applying Case-Based Reasoning Approach to Issue Management System - A Case Study of Laptop Computer Product)
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摘要(中) 隨著全球環境的變遷,加上新型冠狀肺炎(COVID-19)疫情影響,改變了全球人類工作模式,進而影響筆記型電腦市場需求不斷增加,使工廠有生產製造
的時間壓力。 為確保產品品質管理從驗證到售後服務的問題都能準確地被檢索出正確的知識資訊,企業將透過問題管理系統 (IMS)追求效率與快速解決問
題 ,以輔助組織管理品質以及企業使用者管控品質配合效率。因為案例式推理能檢索到相似問題以及知識的再利用,而達到知識快速並精準分享,因此,本研究嘗試運用案例式推理 (Case-based reasoning , CBR) 來改善現有問題管理系統之檢索與知識重用,將知識應用於類似的新問題,以及設計智能化服務於問題管理系統,使企業面臨的人工客服成本問題,達到降低客服的工作量,使FAE客服工程師提升筆記型電腦產品問題的解決效率,讓時間價值最大化。
關鍵
摘要(英) As the global environment changes and the impact of the new coronary pneumonia (COVID-19) epidemic changes global human work patterns, it affects the increasing demand for notebook computers and puts time pressure on factories to produce. To ensure that product quality management issues, from validation to after-sales service, are accurately retrieved with the correct knowledge, companies will pursue efficiency and rapid problem resolution through an Issue Management System (IMS) to assist organizations in managing quality and business users in controlling quality with efficiency. Because case-based reasoning can retrieve similar problems and reuse knowledge to achieve rapid and accurate knowledge sharing, this study tries to apply case-based reasoning (CBR) to improve the retrieval and knowledge reuse of existing problem management systems, apply knowledge to similar new problems, and design intelligent services for problem management systems, Therefore, enterprises can design intellect services for a problem management system which is allowed them to reduce the cost of the customer service as well as the workload. Furthermore, enable FAE customer service engineers to improve the efficiency of troubleshooting by using notebook products, leading to a decrease in the work.
關鍵字(中) ★ 案例式推理(CBR)
★ 問題管理系統
★ 軟體系統
★ 智能化服務
★ COVID19
關鍵字(英) ★ Case-Based Reasoning (CBR)
★ Problem Management System
★ Software System
★ Intelligent Services
★ COVID19
論文目次 摘要.........vii
Abstract .........viii
目錄.........x
圖附錄.........xi
表附錄.........xii
一、緒論.........1
1.1 研究背景 ............1
1.2 研究動機與問題 .......2
1.3 研究目的 ............2
1.4 論文架構 ........... 3
二、文獻探討.........5
2.1 問題管理系統 ......... 5
2.2 案例式推理概念與相關應用 ... 7
2.3 系統檢索相關應用 ......... 10
2.4 小結 ......... 13
參、系統設計.........15
3.1 系統架構 ......... 15
3.2 系統設計 ......... 16
3.3 建置檢索問題解決案例庫 ...... 23
3.4 案例相似計算方法 ......... 25
四、案例實作與展示.........29
4.1 個案描述 .......... 29
4.2 系統開發工具 ......... 30
4.3 系統展示 .......... 31
五、系統成果與討論.........35
5.1 系統驗證 .........35
5.2 訪談與分析 ......... 38
5.3 研究限制與未來發展 ....... 42
六、結論.........43
七、參考文獻.........44
附錄.........55
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指導教授 陳仲儼(Chung-Yang Chen) 審核日期 2022-6-29
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