我國產業漸漸轉向高科技產業發展，導致相同產業間的競爭越來越激烈，性質不同的產業也逐漸走向異質聯盟的道路。在這相互競爭的環境下，如果沒有與眾不同的做為，很快就會失去核心競爭的能力而退出。對製造業而言，整體產出是一個很重要的課題，除了要研發更先進的技術來提升產能外，製造方面的管理也是不可或缺的一環，因為管理不好，再先進的技術可能都無法鞏固企業在現今環境的地位。
服務品質管理(Service Quality Management, SQM)是一種可以適用於各種行業的管理理念，這裡所指的服務泛指所有產業所提供的各種功能。本研究將探討服務品質管理的概念，運用在我國半導體封裝廠的製造執行系統(Manufacturing Execution System, MES)上，並搭配預防性維修(Preventive Maintenance)及生產力維修(Productivity Maintenance)系統的組合，以達到不同性質系統的差異，進行探討與分析。將兩種不同模式的系統，透過模擬的方式建構成不同管理模式的系統，並利用Arena流程模擬軟體進行不同情境下的模擬與分析，並探討其各自的效益。依照模擬之結果可作為製造業導入或修正製造執行系統時之參考依據。

The industry of our country has turned to the Hi-Tech industry gradually, the competition among the same industry is fiercer and fiercer, different properties of industries move towards the road of the heterogeneous alliance gradually too. Under this rival environment, without doing out of the common being, the ability that will lose key competition soon withdraws , the management of making the respect is an indispensable ring too, because management is not good, even more advanced technology may be unable to consolidate enterprises in the position of the environment now.
Service Quality Management (SQM) is a kind of management idea that can be suitable for various trades, the service pointed herein refers to various functions that all industries offer in general. This research will canvass the concept of Service Quality Management, use in our country the semiconductor assembly factory of Manufacturing Execution System (MES), embed Preventive Maintenance and Productivity Maintenance Systematic association, in order to reach the different property systems, carry on discussion and analysis. The systems of two kinds of different ways, build the system which forms different management styles by way of simulation, and use Arena simulation software to simulation and analysis under different situation, and canvass its own benefits. The results can be regarded as the manufacturing industry reference basis while construct a Manufacturing Execution System into or revised.

論文審定書 ............................................................... I
論文提要 ................................................................ II
摘要 ................................................................... III
ABSTRACT ................................................................ IV
誌 謝 詞 ............................................................... V
目 錄 .................................................................. VI
圖 目 錄 .............................................................. VIII
表 目 錄 ................................................................. X
一、緒論 ................................................................. 1
1.1 研究背景 ............................................................ 1
1.2 研究動機 ............................................................ 1
1.3 研究目的 ............................................................ 2
1.4 研究流程 ............................................................ 2
二、文獻探討 ............................................................. 4
2.1 製造執行系統(MANUFACTURING EXECUTION SYSTEM, MES) ......................... 4
2.2 預防性維修(PREVENTIVE MAINTENANCE, PM) .................................. 7
2.3 生產力維修(PRODUCTIVITY MAINTENANCE, PM) ................................ 10
2.4 服務品質管理(SERVICE QUALITY MANAGEMENT, SQM) ........................... 12
三、研究方法與設計 ...................................................... 15
3.1 研究架構 ........................................................... 15
3.3 研究設計 ........................................................... 19
四、模式建構與分析 ...................................................... 26
4.1 個案公司介紹 ....................................................... 26
4.2 模擬模型建構(MODEL CONSTRUCTION) ....................................... 27
4.3 模型驗證(MODEL VALIDATION) ............................................ 42
4.4 模擬結果比較 ....................................................... 47
4.5 總結 ............................................................... 48
五、結論與建議 .......................................................... 49
5.1 研究結論與貢獻 ..................................................... 49
5.2 研究範圍與限制 ..................................................... 50
5.3 後續研究及建議 ..................................................... 50
參考文獻 ................................................................ 51
附錄 .................................................................... 53
PREVENTIVE MAINTENANCE MODEL - SIMAN CODE .................................... 54
PRODUCTIVITY MAINTENANCE MODEL - SIMAN CODE ................................... 60

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