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題名 企業應用品質成本分析與品質改善策略於繼電器製程之實證研究-以S公司為例
An Empirical Research on the Application of Quality Cost Analysis and Quality Improvement Strategies in the Relay Manufacturing Process - A Case Study of S Company
作者 洪方正
Hung, Fang-Cheng
貢獻者 李易諭
Lee, Yih-Yuh
洪方正
Hung, Fang-Cheng
關鍵詞 品質成本
IPA分析
品質改善策略
顧客滿意
RPN
Cost of Quality(COQ)
IPA analysis
Quality improvement strategy
Customer satisfaction
Risk priority number
日期 2020
上傳時間 3-Aug-2020 18:41:27 (UTC+8)
摘要 在競爭激烈的繼電器產業中,高良率的產品品質已經成為企業生存之必須,但不良品的存在仍然不能被避免。為盡力消除不良品,各項改善品質的方法,如:魚骨圖、Why-Why分析法、8D解決問題法等已被繼電器業界廣泛使用,但由於企業資源有限,無法給予每一項失效模式(failure mode)完整的解決方案。另外,根據顧客抱怨處理失效模式的企業流程,未必能與顧客滿意度及企業績效連結。
本研究於企業端導入「結合IPA分析之品質改善模式」,利用IPA分析洞察顧客之聲(voice of customer),為企業篩選出改善後最能增加顧客滿意度的品質屬性,實行以顧客為中心的品質改善策略,同時藉由品質成本的分析,說明此模式降低品質成本機制及項目。
本文有以下結論:
1.S公司內部員工對於產品品質的認知與外部顧客對於產品品質的認知存在差距
2.「結合IPA分析之品質改善模式」能夠增進顧客滿意度,並有效降低品質成本(cost of quality)
In the highly competitive relay industry, high-yield product quality has become a necessity for the survival of enterprises. However, the existence of defective products can not be avoided. In order to eliminate defective products as much as possible, various methods of improving quality, such as “fishbone Diagram”, “Why-Why analysis”, “Eight disciplines problem solving”, etc., have been widely used in the relay industry. Nevertheless, due to limited enterprise resources, each failure mode cannot be given a complete solution. Moreover, the business process of handling failure modes based on customer complaints may not be linked to customer satisfaction and business performance of enterprises.
This study introduces the "quality improvement model with IPA analysis" into the process of S company, using IPA analysis to gain insights from voice of customers, to select the quality factors that can increase customer satisfaction after improvement, which also implements customer-centered quality improvement strategies. In addition, through the analysis of cost of quality(COQ), this study illustrates the mechanisms how this new model reduces cost of quality(COQ).
This study has the following conclusions:
1. There is a gap between the perception of product quality by S internal employees and the perception of product quality by external customers.
2. "Quality improvement model combined with IPA analysis" can increase customer satisfaction and effectively reduce cost of quality(COQ).
參考文獻 Abalo, J., Varela, J., & Manzano, V. (2007). Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings. Journal of Business Research, 60(2), 115-121.
Bose, T. K. (2012). Application of fishbone analysis for evaluating supply chain and business process-a case study on the St James Hospital. International Journal of Managing Value and Supply Chains (IJMVSC), 3(2), 17-24.
Bottorff, D. L. (1997). COQ systems: the right stuff. Quality progress, 30(3), 33.
Čater, T., & Čater, B. (2010). Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships. Industrial Marketing Management, 39(8), 1321-1333. doi:10.1016/j.indmarman.2010.02.006
Chu, C.-H., & Guo, Y.-J. (2015). Developing similarity based IPA under intuitionistic fuzzy sets to assess leisure bikeways. Tourism Management, 47, 47-57.
Crosby, P. B. (1979). Quality is free: The art of making quality certain (Vol. 94). New York: McGraw-Hill.
Duggett, A. (2004). A statistical comparison of three root cause tools. Journal of Industrial Technology, 20(2), 1-9.
Gryna, F. M. (1999). Quality and cost. In J. M. Juran & A. B. Godfrey (Eds.), Juran’s Quality Handbook, 5th ed. New York: McGraw-Hill.
Hawes, J. M., & Rao, C. (1985). Using importance--performance analysis to develop health care marketing strategies. Journal of Health Care Marketing, 5(4).
Ilie, G., & Ciocoiu, C. N. (2010). Application of fishbone diagram to determine the risk of an event with multiple causes. Management Research and Practice, 2(1), 1-20.
Juran, J. M., & Godfrey, A. B. (1951). Quality control handbook (1st ed. Vol. 173). New York: McGraw-Hill.
Juran, J. M., & Godfrey, A. B. (1962). Quality control handbook (2nd ed.). New York: McGraw-Hill.
Kuo, Y.-F., Chen, J.-Y., & Deng, W.-J. (2012). IPA–Kano model: A new tool for categorising and diagnosing service quality attributes. Total Quality Management & Business Excellence, 23(7-8), 731-748.
Labovitz, G., Chang, Y. S., & Rosansky, V. (1993). Making quality work: A leadership guide for the results-driven manager: University of Texas Press.
Lin, Y.-H., & Chen, L.-W. (2010). Fuzzy approach of linguistic variable and synthetic decision for IPA on the multi-facet evaluation. International Journal of Kansei Information, 1(1), 59-66.
Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77-79.
Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis. Industrial Marketing Management, 33(4), 271-277.
Noriaki, K. (2001). Life cycle and creation of attractive quality. Paper presented at the Proceedings of the 4th QMOD Conference, Linkoping, Sweden.
Oh, H. (2001). Revisiting importance–performance analysis. Tourism Management, 22(6), 617-627.
Omachonu, V. K., Suthummanon, S., & Einspruch, N. G. (2004). The relationship between quality and quality cost for a manufacturing company. International Journal of Quality & Reliability Management, 21(3), 277-290. doi:10.1108/02656710410522720
Pai, F.-Y., Yeh, T.-M., & Tang, C.-Y. (2018). Classifying restaurant service quality attributes by using Kano model and IPA approach. Total Quality Management & Business Excellence, 29(3-4), 301-328.
Schiffauerova, A., & Thomson, V. (2006). A review of research on cost of quality models and best practices. International Journal of Quality & Reliability Management, 23(6), 647-669. doi:10.1108/02656710610672470
Sower, V. E., Quarles, R., & Broussard, E. (2007). Cost of quality usage and its relationship to quality system maturity. International Journal of Quality & Reliability Management, 24(2), 121-140. doi:10.1108/02656710710722257
Tontini, G., & Dagostin Picolo, J. (2013). Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model. International Journal of Quality & Reliability Management, 31(1), 32-52. doi:10.1108/ijqrm-05-2012-0062
Vahdani, B., Salimi, M., & Charkhchian, M. (2014). A new FMEA method by integrating fuzzy belief structure and TOPSIS to improve risk evaluation process. The International Journal of Advanced Manufacturing Technology, 77(1-4), 357-368. doi:10.1007/s00170-014-6466-3
Viswanadhan, K. (2014). Analysis of economics of quality in manufacturing industries. International Journal for Quality Research, 8(1), 121-138.
Wang, M.-T., Wang, S., Wang, S., & Wang, A. (2010). An Introduction of COQ Models and Their Applications. Paper presented at the Proceedings of the 2010 International Conference on Engineering, Project, and Production Management.
Yin, J., Cao, X. J., Huang, X., & Cao, X. (2016). Applying the IPA–Kano model to examine environmental correlates of residential satisfaction: A case study of Xi`an. Habitat International, 53, 461-472.
描述 碩士
國立政治大學
企業管理研究所(MBA學位學程)
107363016
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0107363016
資料類型 thesis
dc.contributor.advisor 李易諭zh_TW
dc.contributor.advisor Lee, Yih-Yuhen_US
dc.contributor.author (Authors) 洪方正zh_TW
dc.contributor.author (Authors) Hung, Fang-Chengen_US
dc.creator (作者) 洪方正zh_TW
dc.creator (作者) Hung, Fang-Chengen_US
dc.date (日期) 2020en_US
dc.date.accessioned 3-Aug-2020 18:41:27 (UTC+8)-
dc.date.available 3-Aug-2020 18:41:27 (UTC+8)-
dc.date.issued (上傳時間) 3-Aug-2020 18:41:27 (UTC+8)-
dc.identifier (Other Identifiers) G0107363016en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/131343-
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) 107363016zh_TW
dc.description.abstract (摘要) 在競爭激烈的繼電器產業中,高良率的產品品質已經成為企業生存之必須,但不良品的存在仍然不能被避免。為盡力消除不良品,各項改善品質的方法,如:魚骨圖、Why-Why分析法、8D解決問題法等已被繼電器業界廣泛使用,但由於企業資源有限,無法給予每一項失效模式(failure mode)完整的解決方案。另外,根據顧客抱怨處理失效模式的企業流程,未必能與顧客滿意度及企業績效連結。
本研究於企業端導入「結合IPA分析之品質改善模式」,利用IPA分析洞察顧客之聲(voice of customer),為企業篩選出改善後最能增加顧客滿意度的品質屬性,實行以顧客為中心的品質改善策略,同時藉由品質成本的分析,說明此模式降低品質成本機制及項目。
本文有以下結論:
1.S公司內部員工對於產品品質的認知與外部顧客對於產品品質的認知存在差距
2.「結合IPA分析之品質改善模式」能夠增進顧客滿意度,並有效降低品質成本(cost of quality)
zh_TW
dc.description.abstract (摘要) In the highly competitive relay industry, high-yield product quality has become a necessity for the survival of enterprises. However, the existence of defective products can not be avoided. In order to eliminate defective products as much as possible, various methods of improving quality, such as “fishbone Diagram”, “Why-Why analysis”, “Eight disciplines problem solving”, etc., have been widely used in the relay industry. Nevertheless, due to limited enterprise resources, each failure mode cannot be given a complete solution. Moreover, the business process of handling failure modes based on customer complaints may not be linked to customer satisfaction and business performance of enterprises.
This study introduces the "quality improvement model with IPA analysis" into the process of S company, using IPA analysis to gain insights from voice of customers, to select the quality factors that can increase customer satisfaction after improvement, which also implements customer-centered quality improvement strategies. In addition, through the analysis of cost of quality(COQ), this study illustrates the mechanisms how this new model reduces cost of quality(COQ).
This study has the following conclusions:
1. There is a gap between the perception of product quality by S internal employees and the perception of product quality by external customers.
2. "Quality improvement model combined with IPA analysis" can increase customer satisfaction and effectively reduce cost of quality(COQ).
en_US
dc.description.tableofcontents 第一章 緒論..........1
第一節 研究背景與動機..........1
第二節 研究問題與目的..........3
第三節 研究範圍..........4
第四節 研究流程..........5
第二章 文獻探討..........7
第一節 品質成本(cost of quality, CoQ)..........7
第二節 品質改善的方法..........15
第三節 IPA分析法 (Importance-Performance Analysis).....19
第四節 失效模式與影響分析(FMEA)..........25
第三章 研究方法..........27
第一節 研究架構..........27
第二節 IPA分析法..........28
第三節 IPA問卷設計..........30
第四節 RPN排序..........34
第五節 品質成本分析..........36
第四章 產業分析及公司介紹..........37
第一節 產業環境..........37
第二節 S公司介紹..........41
第五章 S公司個案分析..........50
第一節 IPA分析..........50
第二節 RPN排序..........61
第三節 品質成本分析..........62
第六章 結論與建議..........65
第一節 結論..........65
第二節 建議..........68
第三節 研究限制..........71
參考文獻..........72
附錄..........75
附錄一 IPA問卷..........75
附錄二 品質屬性重要度檢定..........78
附錄三 品質屬性表現度檢定..........79
zh_TW
dc.format.extent 3313685 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0107363016en_US
dc.subject (關鍵詞) 品質成本zh_TW
dc.subject (關鍵詞) IPA分析zh_TW
dc.subject (關鍵詞) 品質改善策略zh_TW
dc.subject (關鍵詞) 顧客滿意zh_TW
dc.subject (關鍵詞) RPNzh_TW
dc.subject (關鍵詞) Cost of Quality(COQ)en_US
dc.subject (關鍵詞) IPA analysisen_US
dc.subject (關鍵詞) Quality improvement strategyen_US
dc.subject (關鍵詞) Customer satisfactionen_US
dc.subject (關鍵詞) Risk priority numberen_US
dc.title (題名) 企業應用品質成本分析與品質改善策略於繼電器製程之實證研究-以S公司為例zh_TW
dc.title (題名) An Empirical Research on the Application of Quality Cost Analysis and Quality Improvement Strategies in the Relay Manufacturing Process - A Case Study of S Companyen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) Abalo, J., Varela, J., & Manzano, V. (2007). Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings. Journal of Business Research, 60(2), 115-121.
Bose, T. K. (2012). Application of fishbone analysis for evaluating supply chain and business process-a case study on the St James Hospital. International Journal of Managing Value and Supply Chains (IJMVSC), 3(2), 17-24.
Bottorff, D. L. (1997). COQ systems: the right stuff. Quality progress, 30(3), 33.
Čater, T., & Čater, B. (2010). Product and relationship quality influence on customer commitment and loyalty in B2B manufacturing relationships. Industrial Marketing Management, 39(8), 1321-1333. doi:10.1016/j.indmarman.2010.02.006
Chu, C.-H., & Guo, Y.-J. (2015). Developing similarity based IPA under intuitionistic fuzzy sets to assess leisure bikeways. Tourism Management, 47, 47-57.
Crosby, P. B. (1979). Quality is free: The art of making quality certain (Vol. 94). New York: McGraw-Hill.
Duggett, A. (2004). A statistical comparison of three root cause tools. Journal of Industrial Technology, 20(2), 1-9.
Gryna, F. M. (1999). Quality and cost. In J. M. Juran & A. B. Godfrey (Eds.), Juran’s Quality Handbook, 5th ed. New York: McGraw-Hill.
Hawes, J. M., & Rao, C. (1985). Using importance--performance analysis to develop health care marketing strategies. Journal of Health Care Marketing, 5(4).
Ilie, G., & Ciocoiu, C. N. (2010). Application of fishbone diagram to determine the risk of an event with multiple causes. Management Research and Practice, 2(1), 1-20.
Juran, J. M., & Godfrey, A. B. (1951). Quality control handbook (1st ed. Vol. 173). New York: McGraw-Hill.
Juran, J. M., & Godfrey, A. B. (1962). Quality control handbook (2nd ed.). New York: McGraw-Hill.
Kuo, Y.-F., Chen, J.-Y., & Deng, W.-J. (2012). IPA–Kano model: A new tool for categorising and diagnosing service quality attributes. Total Quality Management & Business Excellence, 23(7-8), 731-748.
Labovitz, G., Chang, Y. S., & Rosansky, V. (1993). Making quality work: A leadership guide for the results-driven manager: University of Texas Press.
Lin, Y.-H., & Chen, L.-W. (2010). Fuzzy approach of linguistic variable and synthetic decision for IPA on the multi-facet evaluation. International Journal of Kansei Information, 1(1), 59-66.
Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77-79.
Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis. Industrial Marketing Management, 33(4), 271-277.
Noriaki, K. (2001). Life cycle and creation of attractive quality. Paper presented at the Proceedings of the 4th QMOD Conference, Linkoping, Sweden.
Oh, H. (2001). Revisiting importance–performance analysis. Tourism Management, 22(6), 617-627.
Omachonu, V. K., Suthummanon, S., & Einspruch, N. G. (2004). The relationship between quality and quality cost for a manufacturing company. International Journal of Quality & Reliability Management, 21(3), 277-290. doi:10.1108/02656710410522720
Pai, F.-Y., Yeh, T.-M., & Tang, C.-Y. (2018). Classifying restaurant service quality attributes by using Kano model and IPA approach. Total Quality Management & Business Excellence, 29(3-4), 301-328.
Schiffauerova, A., & Thomson, V. (2006). A review of research on cost of quality models and best practices. International Journal of Quality & Reliability Management, 23(6), 647-669. doi:10.1108/02656710610672470
Sower, V. E., Quarles, R., & Broussard, E. (2007). Cost of quality usage and its relationship to quality system maturity. International Journal of Quality & Reliability Management, 24(2), 121-140. doi:10.1108/02656710710722257
Tontini, G., & Dagostin Picolo, J. (2013). Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model. International Journal of Quality & Reliability Management, 31(1), 32-52. doi:10.1108/ijqrm-05-2012-0062
Vahdani, B., Salimi, M., & Charkhchian, M. (2014). A new FMEA method by integrating fuzzy belief structure and TOPSIS to improve risk evaluation process. The International Journal of Advanced Manufacturing Technology, 77(1-4), 357-368. doi:10.1007/s00170-014-6466-3
Viswanadhan, K. (2014). Analysis of economics of quality in manufacturing industries. International Journal for Quality Research, 8(1), 121-138.
Wang, M.-T., Wang, S., Wang, S., & Wang, A. (2010). An Introduction of COQ Models and Their Applications. Paper presented at the Proceedings of the 2010 International Conference on Engineering, Project, and Production Management.
Yin, J., Cao, X. J., Huang, X., & Cao, X. (2016). Applying the IPA–Kano model to examine environmental correlates of residential satisfaction: A case study of Xi`an. Habitat International, 53, 461-472.
zh_TW
dc.identifier.doi (DOI) 10.6814/NCCU202000790en_US