解決機台測試異常之知識管理平台 – 以IC測試業為例

Abstract

企業要能累積知識與創新，才能保有核心競爭力。IC 測試服務要以知識管理系統功能來累積相關客戶、產品、機台等測試技術能力及智慧資產，以保持整體的競爭力。 在過去IC測試業對機台與產品測試異常處理專業知識，未能累積及有效分享異常處理的經驗，使測試異常問題重覆發生而產生客訴。本研究是建立產品測試異常處理經驗分享知識管理平台，提供有效的測試生產異常處理快速解決方案，改善客戶產品測試品質，促動經驗知識的分享傳承，以提升個案公司長期經營績效。 在本論文中，使用 IBM Lotus Notes Domino 平台上建置「解決機台測試異常之知識管理系統」，透過一年的實務推廣運作，產生下列成果： 1. 各生產與研發單位產出的知識文件總數，都有達到年度預計目標。 2. 透過知識文件的分享，人員工作的穩定性增加及流動率降低，相對縮短新進人員的訓練時間。 3. 技委會成員的持續運作，鼓勵知識文件的產出與日常工作業務相結合，達到知識管理的目的。

關鍵字： IC測試業、測試異常、知識管理

Enterprises need to accumulate knowledge and innovation in order to keep the core competitiveness. To maintain overall competitiveness, an IC testing service often uses the knowledge management system to accumulate the testing technology capabilities and intellectual assets, of all relevant customers, products and machines.

In the past, IC testing industry did not accumulate its expertise. Therefore same exceptions happened again and cause customers complaints. This study is to implement the tester exception knowledge management platform for sharing experience, to provide the effective production test solution for fast exception handling, to improve the IC testing quality of customer products and motivate the sharing of knowledge experience, to enhance the long-term operating performance of the case study company.

In this thesis, by using the IBM Lotus Notes Domino system to implement the KM platform. Having done the production and deployment of one year, we have observed the following: 1. Each unit of manufacturing and RD, achieve their annual expected number of new created knowledge document. 2. Employees increased the job stability and lower turnover rate through the sharing of knowledge documents. Besides, it also reduced the training time of new comers. 3. Through the knowledge Technical Committee members, the KM system can combine the daily operation with generated knowledge documents.

Keyword: IC testing industry, test exception, knowledge management