摘 要
本研究的目的即在隨時透過網際網路蒐集即時資料，並建立一套以案例式推論之方法應用於故障診斷諮詢系統（Fault Diagnosis Advisory System）。
在銷售及服務行為上難以區分前線、後方的年代，企業中的售後服務部門同樣可為企業創造利潤，創造更多的附加價值。在今日的消費電子產品市場，消費者已漸漸對品牌的觀念重新定義，誰能提供品質好、信用好、服務好、價錢公道的商品。即統一推行之”三好一公道” 之理念，誰就能取得品牌之優勢。
近年來更隨著生活水準的提高，對於產品的品質要求也相對提高，在消費者意識日漸高漲的今日，消費者逐漸重視到自身的權益，對所購買的產品品質的要求必須符合顧客的需要，而現今企業主大都已經意識到，當顧客滿意度不高或資訊取得不足時，企業的獲利狀況就會面臨挑戰，所以售後服務將是企業競爭優勢及永續生存的條件之ㄧ。藉由網際網路（Internet）的協助能夠立即分析產品故障症狀並予以解決，將可有效即時收集維修資訊，並將此資訊應用於故障診斷諮詢（Fault Diagnosis Advisory），使顧客滿意，並可增加企業之競爭力。
因此本研究所發展出的一套“液晶電視故障診斷諮詢系統”軟體，在現實環境的執行效率經過實驗設計，其結果表示採用此液晶電視故障診斷諮詢系統的新手，在面對電視異常時的整體維修處理時間會比與對此領域具有異常處理經驗的維修人員為佳，並利用案例庫索引方法，擷取舊案例知識，作為公司相關單位進行品質改善或新產品設計之參考依據。

Abstract
The purpose of this study is to collect real-time information through internet and set up a method of applying case-based reasoning to fault diagnosis advisory system.
In this age, the behavior of sale and service is hard to separate front-line or back-line. The customer service department in the company should create profits and additional value. In the consumer-electronics markets, consumers redefine brand concept obviously. Not only brand, but also need to supply excellent quality、credit、service. Who can execute who will take the advantage for brand.
These years, higher living standard makes higher quality requirements. Consumers have enormous ego to guard their own rights. The quality of product must accord with consumer’s demand. Now company owners are aware of low customer’s satisfaction or information shortage which will reduce company profit. The strengthen customer service is going to be one of company competitive stratege and a condition of company existence. Real-time analyzing the error symptom of products and solving problems can be execute by internet, effectively informations are collected by internet and applied into fault diagnosis advisory. It will get customer satisfaction and increase company’s competition.
This study developed a software system of liquip crystal display TV fault diagnosis advisory. The application of this system is laid in real environment. The result is represented a novice who uses this system take shorter time than a maintainer who uses his own experience when they deal with TV fault. However, they can take old cases surveyed on database to help related department improve the product or create a new product.

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