Decision Model for System Problem Solution on CIM:The Case of the Help Desk in a TFT-LCD Factory

• Main Authors: Wei-Chen Hsu, 許瑋珍
• Other Authors: Eric T.G. Wang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/09034390588359732094

碩士 === 國立中央大學 === 資訊管理學系在職專班 === 101 === TFT-LCD is one of the most important industries in Taiwan. Due to the characteristics of its equipment and product, the production site operates 24 hours per day. It is both capital and technology intensive. A CIM system utilizes computer-controlled network and management technology. It integrates and controls the production process from the input to output in the factory. System reliability and capacity are more closely related to the control of equipment and the generation of production records on the production site. However, a CIM system can become very large and complex because of the integration of various subsystems, and system is continuously modified. It is very difficult for the help desk agents to determine the causes of production abnormalities, provide an effective solution, and find the system contact personnel to recover the production in a short timeframe. The agents usually identify system problems and dispatch contact personnel based on their experience and training without technology support. A change of agent then may extend recovery time, extending the scheduled lead time and the time of delivery. For supporting to handle the abnormality of the CIM system, the company case only has records how the event is processed and reference document. The main purpose is to improve the system continuously to prevent the recurrence of production interruptions. This research attempted to build up a decision model for the CIM Help Desk of company case with the case study method by interviewing domain experts and analyzing technical documents to generalize the determine logics each step on handling abnormality. This research found that the model base on the five factor of abnormality check: “People”, “Event”, “Time” ,”Place”, “Object”, which has been verified by system abnormality occurred in the company case, can really support the agents of the CIM help desk to determine and resolve system abnormal events, thus improving the production efficiency of the company.