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題名：保固產品之品質管制與售後維護策略分析
作者：羅惠瓊 引用關係
作者(外文)：Hui-Chiung Lo
校院名稱：國立臺灣科技大學
系所名稱：工業管理系
指導教授：葉瑞徽
學位類別：博士
出版日期：2000
主題關鍵詞：保證策略；預燒檢驗；生產批量；預防保養；Warranty；Lot Size；Burn-in；Maintenance
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由於消費者意識日益提高，產品保證已成為銷售上不可或缺的利器之一，但相對地，提供產品售後保證會增加額外之成本負擔，而此項負擔隨產品失效次數增加而遞增。因此，本論文透過製造階段之品質管制與產品售後維護等兩方面的探討，提供有效方法來降低產品失效次數，進而減少保證成本，提昇市場競爭力。
大多數的生產系統經過長期使用後，難免會發生退化現象。因此，系統必須定期維護以維持良好生產狀態方可避免不良品的產生。對於連續生產型態之系統而言，系統的維護時機通常是設定在每批產品生產完成後。由此可知，若減少製造批量，縮短系統維護的週期，將可提高製程品質和降低保證成本，但整備成本和維護成本亦相對地提高。有鑑於此，本論文將批量控制視為產品品質管制的方法，並探討批量對退化生產系統之製程品質、製造成本和保證成本等影響程度，以便求得期望總成本最低之最適生產批量。此外，本文更進一步地將上述生產系統結合預燒檢驗或存貨成本後，探討這些因素對最佳批量控制和整個製程品質的影響。
而產品售後維護方面，大部份產品之失效率會隨著使用年限增加而變大，換言之，產品在保固期快結束時發生失效的機率較大。基於上述的現象，本研究針對可維修產品提出一套主動維護之保證策略，即廠商在保固期間除了免費提供產品失效時的修理外，還主動提供預防保養服務，期以低成本且快速之保養行動來延長產品可用度，使產品維持低失效率之狀態，進而能降低保證成本。因此，本論文研究如何制訂保固期間內最佳預防保養策略，此策略包含如何訂定保養次數、保養時間和保養程度，以達到保證成本最低。
Over the past few years, warranty has been used by manufacturers as a promotional tool to market their products. However, offering warranty results in additional costs to the manufacturer when a product fails within the warranty period. In order to reduce the total warranty cost, several quality control methods for deteriorating production systems and post-sale maintenance policies during the warranty period are investigated.
1. A production system deteriorates due to usage or age such as corrosion, fatigue and cumulative wear. Under these circumstances, a small lot-sizing can help keep better operating conditions and reduce the number of nonconforming items, and hence decrease the post-sale warranty cost. However, they also incur more setup cost. Therefore, there is a trade-off between the quality control cost and warranty cost. The objective here is to study the effect of lot size on conforming rate, warranty cost, and the total cost per item. Furthermore, we obtain the optimal lot size so that the total cost per item is minimized. In addition, we investigate the effect of burn-in tests or holding cost on optimal lot size, when either of them is taken into account in the above model.
2. Another topic discussed in this thesis is post-sale maintenance policies for repairable products. For repairable products, the most commonly used warranty policy is the minimal repair warranty (MRW). Under MRW, failed products are rectified by minimal repair without any cost to the consumers. After minimal repair, the product is operational, but the failure rate of the product remains unchanged. To reduce product failures, this thesis incorporates preventive maintenance actions in designing a product warranty. With the length of a warranty period pre-specified, the optimal number of preventive maintenance actions, the corresponding maintenance degrees, and the maintenance schedule are jointly determined. We show that there exists a unique optimal policy such that the expected total warranty cost is minimized. Finally, the impact of providing preventive maintenance within a warranty period is illustrated through a numerical example.
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