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題名:服務藍圖與FMEA應用於安全管理之研究
作者:王旭昇
作者(外文):Wang,Hsu-Sheng
校院名稱:中華大學
系所名稱:科技管理博士學位學程
指導教授:賀 力 行
學位類別:博士
出版日期:2011
主題關鍵詞:安全管理、服務藍圖(Service Blueprinting)、Failure mode and effects analysis(FMEA)security managementservice blueprintingfailure mode and effects analysis (FMEA)
原始連結:連回原系統網址new window
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由於社會的多樣性與複雜性增加,加上許多活動是聚集大量的群眾,因此對於安全服務(security services)的需求大增,對於安全服務(security services)的品質之要求也大幅提升。傳統的安全管理(security management)強調body guard,主要是有強健之體魄和靈敏之反應,但是對於安全管理整個服務流程(service process)沒有深入的評估與掌握。為了克服傳統安全管理的缺點本文的目的有二:1.建立安全管理(security management)的服務藍圖(service blueprint),將安全管理(security management)之服務流程以圖形視覺來呈現。2.採用Failure mode and effects analysis,以安全管理(security management)的服務藍圖(service blueprint)為基礎,對每一個”失效點(potential failure modes)”,對其失效的發生頻率(occurrence rating)(O)、影響嚴重程度(severity rating)(S)及原因偵測度(detection rating)(D)計算風險優先數(risk priority number, RPN)。本文運用Yu and Wu (1999),將Rasch model之category probability轉換為membership func-tion,透過模糊理論(fuzzy theory)之Aggregate fuzzy score (AFS)及解模糊(defuzzified AFS)過程得到客觀之RPN。將風險優先數值(RPN)太高的失效點,特別加以評估、控管降低風險。
Due to the increasing diversity and complexity in society, the demand for security services has been significantly increased to meet the needs of various group activities. As a result, the quality of security services has been greatly requested as well. The traditional security management placed emphasis on body guard who is characterized with strong physical strength and quick reaction. However, it does not have an in-dept evaluation and control of the overall security services process. To improve the weaknesses of the tradi-tional security management, this study focused on the following two goals: 1.The service blueprint of the security management will present the picture of the service process of the security management. 2.Based on the service blueprint, the failure mode and effects analy-sis was used to calculate the risk priority number (RPN) of each potential failure mode, occurrence rating (O), service rating (S) and detection rating (D). According to Yu and Wu (1999), the category probability of Rasch model was transformed into membership function. Further, the RPN was obtained through fuzzy theory and aggregate fuzzy score (AFS). The extreme potential failure modes RPN were especially evaluated and controlled in order to reduce risk.
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