本研究旨在發展一套維護人員與管理決策者在執行系統修復任務時，可以據以運行之維修機制—故障復原管理機制。隨著系統電子化和模組化程度的提高，也增加了人員維修判斷上的複雜性與專業性；因此，維修過程中對於工作內容認知上的適切性以及修復能力的要求便因應而生。此外，後勤單位大量的日常維修文件資料中內含著許多有用的資訊可供應系統管理決策者來參考，所以表單資料的妥善管理與應用在這方面是不容忽視的。
從知識管理的角度來看，不論是維修人員的工作經驗或是日常記錄的維修資料，均對於系統維護品質的提升存在著其高度的價值。本研究的模式發展以台北市現行柴油燃料公車系統的維修(護)單位為實證對象。首先，使用失效模式與效應分析技術，在以可靠度為中心的維護度觀念模式下進行系統可用度的評估及相關資料的收集，提供管理決策單位對於運行中系統績效和品質上的了解，以期尋求改善之道。其次，以考慮維護人員的認知型態，利用知識獲得與人機介面發展的技術和工具建立出維修任務分析的模式以及故障診斷型的專家系統，使其達到維修人員快速無誤地解決問題上的能力要求。

整合上述的模式形成以知識為基礎的故障復原管理機制，不僅將人員經驗與表單資料做系統化的處理與應用，亦彌補了過去文獻理論上的不足，而且有助於提升現場維修的能力及增加系統運行時的可靠性和安全性。根據本研究所建構的方式與成果亦適用於其它系統的後勤維修單位上面；此外，並對於人才高流動率所造成的困擾，諸如：網路、通訊、電子、半導體等高科技相關產業來說，提供了良好的知識管理架構的程序，進而使得產業在升級中無人才匱乏或斷層之憂慮。

The formation of knowledge architecture is getting more important and is demanded by maintenance environment. In this research, a methodology for knowledge identification of a logistic section of a bus system was presented, and an effective, adaptive, and practical knowledge management mechanism named fault recovery management mechanism (FRMM) was developed to implement the proposed strategy for administrator.
Based on a cognitive analysis of maintenance tasks, a knowledge-based framework was developed through using expert system technology to provide immediate, context-sensitive feedback for maintenance engineers on problem solving. Moreover, the reliability-centered maintenance (RCM) model offers an intelligent computer-aided critical analysis process to report system breakdown for policymaker and then improves the system quality.

The referred example shows how the maintenance protocol might represent a few of the key dimensions and integration in the maintainers’ mental model for implementing these tasks in a bus system. As a result, the FRMM provides valuable information in understanding fault events, and the information analysis can be used to other hazard assessment activities.

Although this study presents a FRMM process for a bus system, these procedures could be useful in the logistic maintenance of other systems. The FRMM conceptual model could serve as a guide for other similar logistic systems to prevent maintainer errors and for the different kinds of high technological industrial that need to manage a domain-specific knowledge.

Al-Ghamdi, A. S., Duffuaa, S. O., & Raouf, A. (2000). Reliability-centered maintenance concepts and applications: a case study, International Journal of Industrial Engineering, 7 (2), 123-132.
Attar’s software engineers. (1997). XpertRule user guide. UK: Attar Software Limited.
Awad, E. M. (1996). Building expert systems. Minneapolis/St. Paul: West Publishing.
Batanov, D., Nagarur, N., & Nitikhunkasem, P. (1994). EXPERT-MM: A knowledge–based system for maintenance management. Artificial Intelligence in Engineering, 8 (19), 283-291.
Berrais, A. (1997). Knowledge-based expert systems: user interface implication. Advances in Engineering Software, 28, 31-41.
Blanchard, B. S. (1967). Cost effectiveness, system effectiveness, integrated logistics support, and maintainability. IEEE Transaction on Reliability, 16 (3), 117-126.
Brauer, D. C. and Brauer, G. D. (1987). Reliability-centered maintenance. IEEE Transactions on Reliability, 36, 17-24.
Bowles, J.B. (1998). The New SAE FMECA Standard. Proceedings of the Annual Reliability and Maintainability Symposium, (pp. 48-53).
Byrd, T. A. (1992). Implementation and use of expert systems in organizations: perceptions of knowledge engineers. Journal of Management Information Systems, 8 (4), 211-222.
Dhillon, B.S. and Reiche, H. (1985). Reliability and Maintainability Management. Van Nostrand Reinhold, Inc., New York, U.S.A.
Dorador, J. M., & Young, R. I. M. (2000). Application of IDEF0, IDEF3 and UML methodologies in the creation of information models. Int. J. Computer Integrated Manufacturing, 13 (5), 430-445.
Duffuaa, S. O., & Ben Daya, M. (1995). The role of total productive maintenance and RCM in airline industry. A paper presented at International Airline Industry Conference, Jeddah, Saudi Arabia.
Fonseca, D. J., & Knapp, G. M. (2000). An expert system for reliability centered maintenance in the chemical industry. Expert Systems with Applications, 19, 45-57.
Fuchs-Frohnhofen, P., Hartmann, E. A., Brandt, D., & Weydandt, D. (1996). Designing human-machine interfaces to match the user’s mental models. Control Eng. Practice, 4, 13-18.
Goodrich, M. A., ＆ Boer, E. R. (1998). Semiotics and mental models: modeling automobile driver behavior. Proceeding of the IEEE/ISIC/CIRA/ISAS Joint Conference (pp. 771-776). Gaithersburg, MD.
Goyal, R.K. (1993). FMEA, the Alternative Process Hazard Method. Hydrocarbon Processing, 72, 95-99.
Howey, K. R., Wilson, M. R., & Hannigan, S. (1989). Developing a user requirements specification for IKBS design. In PROC. Fifth Conf. British Computer Society Human-Computer Interaction Specialist Group (pp. 277-289). University of Nottingham.
Hu, P. J. H., Ma, P. C., & Chau, P. Y. K. (1999). Evaluation of user interface designs for information retrieval system: a computer-based experiment. Decision Support System, 27, 125-143.
Jung, C. G. (1971). Psychological types. The Collected Works of C. G. Jung, A Revision by R. F. C. Hull of the translation by H. G. Baynes. New Jersey: Princeton University Press.
Kang, B., Lee, B., Kang, K. W., Suh, J. C., & Yoon, E. S. (1999). AHA: a knowledge based system for automatic harzard identification in chemical plant by multimodel approach. Expert Systems With Applications, 16, 183-195.
Karimi, J., & Briggs, P. L. (1996). Software maintenance support for knowledge-based systems. Journal of Systems and Software, 34 (3), 134-143.
Kaszkurewicz, E., Bhaya, A., & Ebecken, N. F. F. (1997). A fault detection and diagnosis module for oil production plants in offshore platforms. Expert Systems with Applications, 12 (2), 189-194.
Klein, M R., & Methie, L. B. (1995). Knowledge-based decision support systems. 2nd ed. New York:Wiley.
Kolodner, J. (1993). Case-based reasoning. San Mateo, CA: Morgan Kaufmann.
Kontogiannis, T. (1997). A framework for the analysis of cognitive reliability in complex systems: a recovery centered approach. Reliability Engineering and System Safety, 58, 233-250.
Krajewski, L. J., & Ritzman, L. P. (1987). Operations management strategy and analysis. Addison-Wesley Publishing.
Kusiak, A., & Zakarian, A. (1996). Risk assessment of process models. Computer Industrial Engineering, 30, 599-610.
Larrechea et al. (1993). Repertory grid-based acquisition method for technical diagnosis, IEEE Systems, Man and Cybernetics Conference, (pp. 30-35).
Law, Y. F., Foong, S. B., ＆ Kwan, S. E. (1997). An integrated case-based reasoning approach for intelligent help desk fault management. Expert Systems with Applications, 13, 265-274.
Lee, K.W., ＆ Tillman, F. A. (1988). A literature survey of the human reliability component in a man-machine system. IEEE Transaction on Reliability, 37, 24-32.
Lee, M. R., Wong, W. Y., ＆ Zhang, D. M. (1999). A knowledge-based framework for clinical incident management. Expert Systems with Applications, 17, 315-325.
Lingzhi, L., Leong, A. C., & Gay, R. K. L. (1996). Integration of information model (IDEF1) with function model (IDEF0) for CIM information system design. Expert System with Applications, 10, 373-380.
Liu, T. H. (1998). In B. Wang, The standards: STEP ISO-10303, in automation and production systems methodologies and application volume 3: Concurrent design of products, manufacturing, process, and systems (pp. 19-49), 3. London: Gordon and Breach.
Lock, M.O. (1995). Reliability, Maintainability and Availability Assessment. Milwaukee, Ltd., U.S.A.
Long, A. B. (1984). Computerized operator decision aids. Nuclear Safety, 25, 521-524.
Matteson, T.D. (1985). Airline Experience with Reliability-Centered Maintenance. Nuclear Engineering and Design, 89, 385-390.
Manohar, P. A., Shivathaya, S. S., & Ferry, M. (1999). Design of an expert system for the optimization of steel compositions and process route. Expert Systems With Applications, 17, 129-134.
McCullough, C. (1990). RCM helps upgrade nuclear plant's PM. Power Engineering, 94, 28-31.
Mckeown, K. R. (1990). User modelling and user interfaces. In AAAI-90, Proc. Eighth National Conf. Artificial Intelligence (pp. 1138-1139). American Association for Articial Intelligence.
Myers, I. B. (1977). MBTI-supplementary manual (development of form G). Center for Application of Psychological Type, Inc..
Niebel, B. W. (1994). Engineering maintenance management, Marcel Dekker, Inc., New York.
Onodera, K. (1997). Effective Techniques of FMEA at each Life-Cycle Stage. Proceedings of the Annual Reliability and Maintainability Symposium, (pp. 50-56).
Park, M. K., Lee, I., & Shon, K. M. (1998). Using case based reasoning for problem solving in a complex production process. Expert Systems With Applications. 15, 69-75.
Petti, T. F., Klein, J., ＆ Dhurjati, P. S. (1990). Diagnostic model processor: using deep knowledge for process fault daignosis. ALChE Journal, 36, 565-575.
Pietro, C. C. (1992). COSIMO: A cognitive simulation model of human decision making and behavior in accident management of complex plants. IEEE Transaction on System, Man and Cybernetics, 22, 37-42.
Pigford, D. V., & Baur, G. (1995). Expert systems for business: concepts and applications. 2nd ed. Danvers, MA: Boyd & Fraser.
Prasad, S. (1991). Improving manufacturing reliability in IC package assembly using the FMEA technique. IEEE Transactions on Components, Hybrids and Manufacturing Technology, 14 (3), 452-456.
Preece, J. (1998). Human-computer interaction. England: Addison-Wesley.
Rasmussen, J. (1976). Outlines of a hybrid model of the process plant operator. Monitoring Behavior and Supervisory Control. New York: Plenum press (pp. 371-383).
Rook, F. W., & Donnell, M. L. (1993). Human cognition and expert system interface: mental models and inference explanations. IEEE Transaction on Systems, Man, and Cybernetics, 23, 1649-1661.
Ryder, J. M., Weiland, M. Z., Szczepkowski, M. A., & Zachary, W. W. (1998). Cognitive engineering of a new telephone operator workstation using COGNET. International Journal of Industrial Ergonomics, 22, 417-429.
Sage, A. P. (1981). Behavioral and organizational considerations in the design of systems and processes for planning and decision support. IEEE Transaction System Man Cybernet, SMC11, 9, 640-678.
She, Y. M., ＆ Hwang, S. L, (1996). The approach of user’s mental model and cognitive type in process control system, Taiwan, ROC: National Tsing-Hua University Press.
Shimizu, S., & Sugawara, M. (1993). Decision-making support systems for reliability-centered maintenance. Journal of Nuclear Science and Technology, 30 (6), 505-515.
Slatter, P. E. (1987). Building expert systems: cognitive emulation. Ellis Horwood, Chichester, UK.
Smith, A. M. (1987). Using reliability-centered maintenance to optimize PM programs. Nuclear Plant, 5, 19-20.
Smith, A.M. (1993). Reliability-Centered Maintenance. McGraw-Hill, Inc., New York, U.S.A.
Smith, P. (1996). An introduction to knowledge engineering. Oxford: International Thomson Publishing Press.
Srikrishna, S., Yadava, G. S., & Rao, P. M. (1996). Reliability centered maintenance methodology for power plant auxiliaries. Journal of Quality in Maintenance Engineering (JQME), 2, 3-14.
Streufert, S.,& Swezey, R. W. (1986). Complesity, managers, and organizations. Orlando, FL: Academic Press.
Turban, E., & Aronson, J. E. (1998). Decision support and expert systems. 5th ed. New Jersey: Prentice-Hall International.
Usha, S., & Strikanth, S. (1998). Flexible system for knowledge acquisition in expert system development, Ft Collins, CO, UNITED STATES Assigned to Hewlett-Packard Company.
Villemeur, A., Cartier, A., & Lartisien, M-C. (1992). Reliability, Availability, Maintainability and Safety Assessment. John Wiley & Sons, Ltd., England.
Williges, R. C. (1987). The use of models in human computer interfaces design. Ergnomics Society Lecture, Swansea.
Winlund, E. S. (1964). Cost-effectiveness analysis for optimal reliability and maintainability. Proceedings, 11th National Symposium on Reliability and Quality Control, IEEE, (pp.107-114).
Worledge, D. H. (1993). Nuclear industry embraces RCM. Power Engineering, 97, 25-28.
Wu, X. (1998). Explicit schematic information in knowledge representation and acquisition. Expert Systems With Applications, 15, 215-221.
Xia, Q., ＆ Rao, M. (1999). Knowledge architecture and system design for intelligent operation support systems. Expert Systems With Applications, 17, 115-127.
Yolton, J. (1996). Will RCM revolutionize mill maintenance. PIMA Magazine, 78, 36-37.