以8D手法解決客訴問題
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| 摘要 本研究探討利用8D方法和MSA分析來處理車用eCall電池的客戶抱怨。隨著eCall系統對電池性能的高要求，消費者的不滿可能影響供應商品牌。透過結合8D的問題解決框架和MSA的精確數據測量，改善產品質量，提升客戶滿意度，保持市場競爭力。研究旨在提供有效解決客戶抱怨的策略，促進產業品質管理水平提升，為解決類似問題提供參考。
關鍵字：8D、MSA量測系統分析、KAPPA分析、特性要因圖。 ABSTRACT This study examines the use of 8D methodology and MSA analysis to resolve customer complaints problems about automotive eCall batteries. With the high demand for battery performance in eCall systems, consumer dissatisfaction may affect the supplier's brand. By combining 8D framework with MSA measurement, the research objectives are to improve product quality, enhance customer satisfaction, and maintain market competitiveness. The study aims to provide effective strategies to resolve customer complaints, promote the quality management improvement, and provide a reference model for solving problems in the industry. KEYWORDS: 8D; MSA; KAPPA; Cause-and-Effect Diagram. |