過去有關產品設計與開發探討，大多從產品角度探討強調功能、介面設計與美觀等因素，鮮少探討產品開發與設計過程中，有關產品創新設計方向的歷程與困難點解決方案，但相關議題在產品設計與開發初期與產品後續改良確至為重要。本研究基於品質機能展開(Quality function Deployment,QFD)與決策實驗室分析法(Decision making trial and evaluation laboratory,DEMATEL)的結合應用，以降低長照人員在提供長照服務的過程中受到職業傷害的機率為目的，旨在長照服務於護理病床之使用的過程中，建構出一套系統性的決策過程，透過品質特性(quality characteristic)、技術問題(technical problem)與影響品質特性的問題現象之訂定，透過將問題屬性單一化(single attribute)、連結關係並建立影響關係圖(Impact relation map)，以利尋找最易發生長照人員職業傷害的關鍵服務過程，期望找出真正需要被解決的技術問題。研究結果以如何改善「協助受照護者躺平床位」為最關鍵之技術問題，其次為如何改善「協助受照護者沐浴/如廁」以提升服務品質，提供開發人員對於設計要點的認知，並使其更接近客戶要求(Voice Of Customer,VOC)。

The researches related to product design and development mostly stress the functions, interface design and aesthetics from the angle of products, while seldom discuss the process related to product’s innovative design and the solutions to the difficulties during the process of product development and design. The related issues are indeed very important to the initial product design and development and the product’s subsequent improvement. With the combined application of Quality function Deployment (QFD) and Decision making trial and evaluation laboratory (DEMATEL), this research is aimed to reduce the probability that the long-term caregivers suffer from occupational injury during the process of providing the long-term care and construct a set of systematic decision making process during the process of applying long-term care service to nursing bed. Thus, through the quality characteristic, technical problem and the formulation of phenomenon affecting the quality characteristic, the single attribute was used to connect the relation and establish the impact relation map, so as to look for the key service process where the long-term caregivers suffer from the occupational injury most frequently and find out the technical problems which really need to be solved. According to the research results, how to improve the problem of “assist the cared to lie flat in bed” is the most important technical problem, followed by how to improve the problem of “assist the cared to have a bath / go to the toilet” to enhance service quality, provide the developers with the cognition for the key design points and make the service get close to the customer’s requirement (Voice Of Customer, VOC).

摘要..............................i
Abstract..............................ii
誌謝..............................iv
目錄..............................v
表目錄..............................vii
圖目錄..............................viii
符號說明..............................ix
第一章 緒論..............................1
1.1 研究背景..............................1
1.2 研究動機..............................1
1.3 研究目的..............................3
1.4 研究範圍與限制..............................3
1.5 研究流程..............................3
第二章 文獻探討..............................5
2.1 長期照護服務..............................5
2.1.1 長期照護服務簡介..............................5
2.1.2 長期照護服務項目..............................6
2.1.3 長期照護服務職業傷害..............................7
2.2 護理病床(Nursing care bed)..............................7
2.2.1 護理病床簡介..............................8
2.2.2 護理病床的功能..............................8
2.3 品質機能展開(Quality Function Deployment，QFD)..............................8
2.3.1 品質機能展開之定義..............................9
2.3.2 品質機能展開相關文獻..............................11
2.4 決策實驗室分析法(Decision Making Trial and Evaluation Laboratory, DEMATEL)..............................13
2.4.1 決策實驗室分析法相關文獻..............................13
2.4.2 決策實驗室分析法建置過程..............................15
第三章 研究方法..............................17
3.1 研究架構..............................17
3.2 品質特性假設..............................19
3.3 定義現有解決方法..............................22
第四章 方法分析..............................24
4.1 問題現象的建構..............................24
4.2 建立現象組合..............................25
4.3 建構現象組合因果關係..............................27
4.4 DEMATEL模型建構..............................29
第五章 結論與建議..............................34
5.1 結論..............................34
5.2 建議..............................35
參考文獻..............................37
Extended Abstract..............................41

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