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題名 | 利用FMEA提昇壽險業之服務品質=The Use of FMEA to Promote Service Quality in Life Insurance Industry |
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作者姓名(中文) | 盧昆宏; | 書刊名 | 高雄科學技術學院學報 |
卷期 | 29 1999.12[民88.12] |
頁次 | 頁315-327 |
分類號 | 563.73 |
關鍵詞 | 失效模式與效應分析; 機能方塊圖; 可靠度; 壽險業務; Failure modes and effects analysis; FMEA; Function block diagram; Business process; Life insurance business; |
語文 | 中文(Chinese) |
中文摘要 | 失效模式與效應分析(Failure Modes and Effects Analysis,FMEA)它是用來分析系統內潛在之失效模式並對此系統可能造成之不良後果提出適當之改善作業以防止 故障發生[1]。設計工程師透過嚴密的分析作業之後列出並評估系統內可能失效之模式及可能造成之影響,使設計作業得以被改進,並配合不斷地預估、驗證及改進,使得產品逐漸趨向最佳設計之目標。由文獻得知FMEA被廣泛地被應用於國防、航空、工業製品及民生用品等有形產品之設計。而本文擬對此有所突破,擬將FMEA應用於壽險業之服務品質。因此,在本文中,建構一套FMEA的實施流程,並舉一壽險公司為實例個案,利用本文所建構 之FMEA實施程序來分析該公司之業務流程,並針對所分析出來的故障模式提出各機能方塊之改善方案,而達到提昇個案公司之服務品質、業務業續及降低業務失誤率等效益。 |
英文摘要 | Failure Modes and Effects Analysis (FNMA) are used to analyze the potential failure modes within a system and to bring up appropriate countermeasures to prevent the occurrence of failure, which might result in bad influences on the system. By the FMEA, design engineers can list and evaluated the possible failure modes and their influences. As a result, the design operation can be improved through continuous verification and improvement, so the goal of product optimization can be achieved gradually. From previous research we know that the FMEA are extensively applied in the design of tangible 'products, such as defense, aerospace, industrial products and daily necessities. Nevertheless, a breakthrough will be made in this paper by applying FMEA in improving service quality of the life insurance. So, an implement procedure of FMEA will be proposed to improve service quality of the life insurance business, and one life insurance company is described in this paper. The business processes of the company is analyzed by the FMEA implement procedure established in this paper. And then in respond to the analyzed failure modes, solutions of function block diagram are presented, which will be helpful for promotion the company's service quality, reducing business error rate, and reaching the estimated target actually. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。