導入行動報修系統對於外勤單位影響之探討

文化大學機構典藏 CCUR > 商學院 > 資訊管理學系暨資訊管理研究所 > 博碩士論文 > Item 987654321/27074

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题名:	導入行動報修系統對於外勤單位影響之探討 A Study for Influence of ImportingMobile Service Systemfor Maintain Department
作者:	劉俊廷
贡献者:	資訊管理學系碩士在職專班
关键词:	維修派遣服務先到先服務 Maintain Service FCFS
日期:	2013
上传时间:	2014-03-07 14:30:09 (UTC+8)
摘要:	由於企業不斷進步，傳統外勤紙張報修作業，已不符合實際企業之需求，資訊透通成為當前企業努力必備條件，導入資訊化行動報修系統，進入無紙化作業環境，將會提升企業競爭力，為現階段最迅速提昇服務品質及降低成本最迅速方法。本研究目的在建立一套行動報修系統，利用行動裝置能夠讓外勤維修人員快速接獲客戶報修訊息，迅速即時至客戶端維修設備。本研究使用先到先服務(FCFS)法則，配合客戶區域性及客戶重要性高低，來掌握服務效率及成本，本研究以200張及400張維修單據，配置6員維修人員，觀察傳統紙張作業與資訊化行動作業執行狀況，希望能藉此分析出兩者服務效率及成本差異。經由實證數據所得結果，資訊化行動報修作業與紙張報修作業於相同200張維修單據下，提升效率2.5倍，當增加至400張維修單據下，提升效率3.6倍效率，表示在行動報修系統作業執行下，工作效率隨著工作量增加而提升，本研究數據顯示透過行動報修系統，每年可節省成本支出476萬，確實能提升工作效率及降低成本支出。 Revolutionary information technological improvements have enhanced productivity at the same time also raised bar for workplace efficiency. Dated technology, paper-based work flow documentation are no longer a corporate norm. Robust information technology systems have become so integral in every leading corporate enterprise' eco system that it should evolve to be every enterprise's objective. Moving a paper-based repairs and maintenance work flow system to a paperless environment would be one step forward. Moving the system to a mobile paper-less environment would be a true generation upgrade. Cost reduction, enhanced work efficiency and service quality will be a few direct results a mobile system can achieve. The objective of this paper is to study the impact of a mobile paperless repairs and maintenance system. The two basic components of such a system are a central server receiving work orders from customers or internal stakeholders, and mobile devices accompanying field repairs and maintenance staff allowing them to receive accurate work orders and react to them on a timely basis. The central server adopts First-Come-First-Serve algorithm to prioritize work orders using criteria such as geographical locale, maintenance priority, field staff availability, etc. It would then send work orders accordingly to the field staff's mobile devices effectively creating a robust work schedule. This study was conducted based on two sets of data, first based on a population of 200 work orders, second based on a population of 400 work orders. Each dataset was tested with 6 field maintenance staff. The analysis was done to reveal the difference in efficiency and cost between a paper system versus a mobile paperless system, as well the impact the system may have should volume of work orders become an influencing factor. Based on the study results, compared to a traditional paper-based work flow, work orders completed via a mobile paperless system had an efficiency improvement of 250% when 200 work orders were tested. Work efficiency increased by 369% when 400 work orders were tested. This shows that work efficiency increases as workload increases in a mobile paperless environment. A 100% increase in work load translated into a 119% work efficiency improvement. Study also showed the mobile paperless system would reduce repairs and maintenance cost by an estimated $4.7 Million per annum In summary, this study shows implementing a mobile paperless repairs and maintenance system has a significant lasting impact on both improving work efficiency and reducing corporate cost.. It is also a must for an enterprise to create its competitive advantage in field maintenance services.
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