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題名 品質系統評價與品質策略建議之研究 －以A公司為例
A Study on The Review of Quality Management System, Strategies and Recommendations A Case Study of Company A
作者 劉柏成
貢獻者 李易諭
劉柏成
關鍵詞 MBNQA 準則
馬康巴立治國家品質獎
品質管理
Performance excellence criteria
Malcolm baldrige national quality award
Quality management
日期 2018
上傳時間 9-Apr-2018 16:08:57 (UTC+8)
摘要 美國馬康巴立治國家品質獎 （MBNQA）的卓越績效標準被公認為是質量管理最佳實踐的準確反映。自1988年推出以來，為了保持其最佳實踐，MBNQA 準則標准通過多次修訂而不斷的更新，並協助美國組織檢測改進領域，為參與者帶來變化和積極成果。

本研究探討了台灣製造業質量管理與經營業績之間的關係。通過實施MBNQA績效卓越標準作為基準框架，本研究假設質量管理與強化領導力，戰略，客戶，知識管理，員工隊伍和運營的各個方面有強烈的相關性。
本研究採用個案研究法以及透過與副董事長和品保部經理深入訪談。結果顯示：


• 雖然作為世界前五大繼電器工廠，目前個案公司的市場份額不足10％。儘管訂單有所增加，但由於中國經濟成熟，該公司未能實現達成訂單數量的目標。因此，他們正計劃開發一個採用智能化的現代化工廠，並於在2019年中完成。
• 為了提高市場份額和因為生產能力的限制，公司調整了資源分配。 2005年，他們降低了低利潤率家用電器繼電器的產量，並專注於汽車繼電器和綠色能源。兩者都為公司帶來更高的利潤，並被認為是未來的主要收入來源。
•

• MB績效卓越標準的第七項核心價值（流程，以客戶為中心，員工隊伍，領導力和治理以及金融和市場）都顯示出了積極成果。但是在客戶服務，培訓方式，CSR活動等方面還可以再進一步提升。
The Performance Excellence Criteria for the Malcolm Baldrige National Quality Award (MBNQA) are widely acknowledged as an accurate reflection of quality management best practices. Since its introduction in 1988, in the effort to maintaining its best practices, the Baldrige Criteria have continuously evolved through numerous revisions and has assisted United States’ organizations in detecting areas for enhancements, bringing forth changes and positive outcomes for participants.
By implementing The Performance Excellence Criteria for MBNQA as the benchmark framework for the case company in Taiwan, this study hypothesizes that high quality management is correlated with the improvements throughout dimensions of leadership, strategy, customers, knowledge management, workforce and operations.
This study employs the methods of case study as well as in-depth interviews with the vice chairman and the quality assurance manager. The results show:
• Being known as the fifth largest relay plant in the world, currently, the market share of the case company accounts for less than 10%. Even though there are orders coming in, the company has not been able to fulfill them due to the developed Chinese economy. Thus, they are planning to develop a modern factory adopting the use of intellectual standards to be completed by mid-2019.
• For market share improvement and production capacity limitations, the company has adjusted their resource allocation. In 2005, they lowered their production of their low profit turnover home appliance relays and focused on automotive relays and green energy. Both resulted in a higher profit generation for the company and are believed to be the future primary source of revenue.
• The seventh core value of the MB Performance Excellence Criteria under results (process, customer-focused, workforce, leadership & governance and financial & market) has all shown positive outcomes. However, aspects such as customer service, training methods, CSR activities still has room for further enhancements.
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描述 碩士
國立政治大學
企業管理研究所(MBA學位學程)
104363119
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0104363119
資料類型 thesis
dc.contributor.advisor 李易諭zh_TW
dc.contributor.author (Authors) 劉柏成zh_TW
dc.creator (作者) 劉柏成zh_TW
dc.date (日期) 2018en_US
dc.date.accessioned 9-Apr-2018 16:08:57 (UTC+8)-
dc.date.available 9-Apr-2018 16:08:57 (UTC+8)-
dc.date.issued (上傳時間) 9-Apr-2018 16:08:57 (UTC+8)-
dc.identifier (Other Identifiers) G0104363119en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/116798-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所(MBA學位學程)zh_TW
dc.description (描述) 104363119zh_TW
dc.description.abstract (摘要) 美國馬康巴立治國家品質獎 （MBNQA）的卓越績效標準被公認為是質量管理最佳實踐的準確反映。自1988年推出以來，為了保持其最佳實踐，MBNQA 準則標准通過多次修訂而不斷的更新，並協助美國組織檢測改進領域，為參與者帶來變化和積極成果。

本研究探討了台灣製造業質量管理與經營業績之間的關係。通過實施MBNQA績效卓越標準作為基準框架，本研究假設質量管理與強化領導力，戰略，客戶，知識管理，員工隊伍和運營的各個方面有強烈的相關性。
本研究採用個案研究法以及透過與副董事長和品保部經理深入訪談。結果顯示：


• 雖然作為世界前五大繼電器工廠，目前個案公司的市場份額不足10％。儘管訂單有所增加，但由於中國經濟成熟，該公司未能實現達成訂單數量的目標。因此，他們正計劃開發一個採用智能化的現代化工廠，並於在2019年中完成。
• 為了提高市場份額和因為生產能力的限制，公司調整了資源分配。 2005年，他們降低了低利潤率家用電器繼電器的產量，並專注於汽車繼電器和綠色能源。兩者都為公司帶來更高的利潤，並被認為是未來的主要收入來源。
•

• MB績效卓越標準的第七項核心價值（流程，以客戶為中心，員工隊伍，領導力和治理以及金融和市場）都顯示出了積極成果。但是在客戶服務，培訓方式，CSR活動等方面還可以再進一步提升。		zh_TW
dc.description.abstract (摘要) The Performance Excellence Criteria for the Malcolm Baldrige National Quality Award (MBNQA) are widely acknowledged as an accurate reflection of quality management best practices. Since its introduction in 1988, in the effort to maintaining its best practices, the Baldrige Criteria have continuously evolved through numerous revisions and has assisted United States’ organizations in detecting areas for enhancements, bringing forth changes and positive outcomes for participants.
By implementing The Performance Excellence Criteria for MBNQA as the benchmark framework for the case company in Taiwan, this study hypothesizes that high quality management is correlated with the improvements throughout dimensions of leadership, strategy, customers, knowledge management, workforce and operations.
This study employs the methods of case study as well as in-depth interviews with the vice chairman and the quality assurance manager. The results show:
• Being known as the fifth largest relay plant in the world, currently, the market share of the case company accounts for less than 10%. Even though there are orders coming in, the company has not been able to fulfill them due to the developed Chinese economy. Thus, they are planning to develop a modern factory adopting the use of intellectual standards to be completed by mid-2019.
• For market share improvement and production capacity limitations, the company has adjusted their resource allocation. In 2005, they lowered their production of their low profit turnover home appliance relays and focused on automotive relays and green energy. Both resulted in a higher profit generation for the company and are believed to be the future primary source of revenue.
• The seventh core value of the MB Performance Excellence Criteria under results (process, customer-focused, workforce, leadership & governance and financial & market) has all shown positive outcomes. However, aspects such as customer service, training methods, CSR activities still has room for further enhancements.		en_US
dc.description.tableofcontents Chapter 1 Introduction 1
Section 1 Background and Motivation 1
Section 2 Research Purpose 3
Section 3 Research Process 4
Section 4 Research Flowchart 5
Chapter 2 Literature Review 6
Section 1 History of Quality Management 6
Section 2 Total Quality Management 8
Section 3 TNQA, Deming Award, EFQM, MBNQA 15
Section 4 Malcolm Baldridge National Quality Award 22
Section 5 ISO 9000 38
Section 5.1 IATF 16949 39
Section 6 Quality Improvement: Plan Do Check Act (PDCA)40
Section 7 PEST Analysis 44
Section 8 Porter’s Five Forces Analysis 45
Chapter 3 Research Framework 48
Section 1 Research Structure 48
Section 2 Research Methods 48
Chapter 4 Case Analysis 52
Section 1 Introduction of Case Company 52
Section 2 Macro-environment Analysis 54
Section 3 Microenvironment Analysis 58
Section 4 Case Company’s opportunities and challenges 59
Section 5 Company A with MBNQA Framework 60
Section 6 Quality Performance Suggestions 73
Chapter 5 Results and research recommendations 75
Section 1 Results 75
Section 2 Implications 81
Section 3 Limitations 83
References 84
English Sources 84
Chinese Sources 90
Appendix：Verbatim Transcript 91		zh_TW
dc.format.extent 1071229 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0104363119en_US
dc.subject (關鍵詞) MBNQA 準則zh_TW
dc.subject (關鍵詞) 馬康巴立治國家品質獎zh_TW
dc.subject (關鍵詞) 品質管理zh_TW
dc.subject (關鍵詞) Performance excellence criteriaen_US
dc.subject (關鍵詞) Malcolm baldrige national quality awarden_US
dc.subject (關鍵詞) Quality managementen_US
dc.title (題名) 品質系統評價與品質策略建議之研究 －以A公司為例zh_TW
dc.title (題名) A Study on The Review of Quality Management System, Strategies and Recommendations A Case Study of Company Aen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) English Sources
Aguilar, F.J. (1967). Scanning the Business Environment. New York: MacMillan.
Anderson, J. C., Narus, J. A., and Narayandas, D. (2009). Business Market Management:
Understanding, Creating, and Delivering Value. (3rd ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
ASQ (2017). Malcolm Baldrige National Quality Award. Retrieved Dec 11, 2017, from:
http://asq.org/learn-about-quality/malcolm-baldrige-award/overview/overview.html
ASQ. (2017). “Total Quality”. Retrieved Dec 11, 2017, from: http://asq.org/learn-about-quality/history-of-quality/overview/total-quality.html
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