設計一產品服務系統的預防性診斷系統

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姓名

林伯劦(Po-hsieh Lin) 查詢紙本館藏

畢業系所

工業管理研究所

論文名稱

設計一產品服務系統的預防性診斷系統
(Designing a Preventive Diagnosis System for Product Service System)

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摘要(中)

近幾年，無形服務已逐漸取代有形實體產品成為一項愈趨重要的企業指標；顧客對於產品的要求不再僅限於功能，取而代之的是多樣化服務以及客製化商品。產品服務系統(Product Service System)為一種新的概念，將產品以及服務視為一體，使有形產品成為服務實行的平台，透過增值作業，延長產品使用期限，實現可持續發展。
本研究目的在設計一個方法論，協助服務設計團隊完成產品服務系統時，可針對附加在產品之上的各項服務流程進行預防性診斷，在服務尚未實行之前，找出服務流程的潛在問題，進而採取適當措施來預防改善。
本方法論結合多層流塑模(Multilevel Flow Modeling)與流程失效模式與效應分析(Process Failure Modes and Effects Analysis)。首先利用多層流塑模建構產品服務系統之生命週期以及各項服務流程；接著以流程失效模式與效應分析作為判斷依據，找出具有潛在失效模式的流程，最後將診斷結果進行分析，以達成顧客需求。為了展示此系統，本研究最後以一案例做說明。

摘要(英)

Nowadays, intangible services has gradually substituted for tangible products and become an important performance index for business. Customer demand is not only various services but also customized product instead of just functions of product. There is a new concept, called Product Service System (PSS), combine product and service to prolong Product Life Cycle (PLC); moreover, it regard tangible product as a platform on which services may be implemented to achieve sustainability.
The purpose of this thesis is designing a methodology to assist service design teams to diagnose service processes on PLC after they complete the development of PSS. The methodology is able to detect potential problems of service processes before they are implemented and then adopt appropriate strategies to improve or prevent them.
The methodology integrates Multilevel Flow Modeling (MFM) and Process Failure Modes and Effects Analysis (PFMEA). First of all, we use MFM to model PLC and each service processes of PSS. Second, we detect service processes which have potential failure modes by using PFMEA. Third, the results of diagnosis will be diagnosed in order to fulfill customer demand. Finally, a case is presented to demonstrate the proposed methodology.

關鍵字(中)

★ 多層流塑模
★ 流程失效模式與效應分析
★ 產品生命週期
★ 產品服務系統

關鍵字(英)

★ Product Service System
★ Multilevel Flow Modeling
★ Process Failure Modes and Effects Analys
★ Product Life Cycle

論文目次

中文摘要 i
Abstract ii
Table of Contents iii
List of Figures v
List of Tables vii
Chapter 1 Introduction 1
1.1 Background Overview 1
1.2 Motivation 2
1.3 Research Objectives 3
1.4 Research Framework 4
Chapter 2 Literature Review 6
2.1 Product Service System 6
2.1.1 Definition of Product Service System 6
2.1.2 Features of a Product Service System 7
2.1.3 Product Service System elements 9
2.2 Product Life Cycle 11
2.2.1 Introduction to Product Life Cycle 11
2.2.2 Service in the Product Life Cycle 12
2.3 Customer Support 13
2.3.1 Service 14
2.3.1.1 Definition of Service 14
2.3.1.2 Different types of services 15
2.3.2 After-Sales Service 16
2.3.2.1 Introduction to After-Sales Service 16
2.3.2.2 Key Elements of After Sales Service 19
2.4 Monitoring and Diagnosis System 22
2.4.1 Functional Areas of the Monitoring and Diagnosis System 22
Chapter 3 Research Methodology 24
3.1 Methodology Framework 24
3.2 Multilevel Flow Modeling 28
3.2.1 Introduction to Multilevel Flow Modeling 28
3.2.2 Goals, Functions and Components 29
3.2.3 Meaning of the MFM Symbols 31
3.2.4 Advantages of MFM Model 33
3.2.5 An Example of an MFM Model 33
3.3 Process Failure Modes and Effects Analysis 36
3.3.1 Introduction to PFMEA 36
3.3.2 PFMEA Form and Documentation 37
3.3.3 Basic Procedures of PFMEA 39
3.3.4 Benefits of PFMEA 44
Chapter 4 Design of Preventive Diagnosis System 45
4.1 PSS in MFM Model and PFMEA Analysis 45
4.2 Construct PLC and Service Processes of Product Service System 46
4.2.1 Construct PLC using MFM 46
4.2.2 Construct Service Processes using MFM 47
4.2.2.1 Construct Installation Service Process 48
4.2.2.1 Construct User Training Service Process 51
4.2.2.3 Construct Repair Service Process 57
4.2.2.4 Construct Upgrade Service Process 62
4.2.2.5 Construct Recycle Service Process 68
4.3 Framework of the PSS Preventive Diagnosis System 71
Chapter 5 Implementation of the Preventive Diagnosis System 74
5.1 Case Description 74
5.2 Modeling PLC and service processes with MFM 75
5.3 Preventive Diagnosis of the service processes of PSS 77
Chapter 6 Conclusion and Future Research 87
6.1 Conclusion 87
6.2 Future Research 88
References 89

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指導教授

高信培(Hsing-Pei Kao)

審核日期

2010-6-26

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