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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 3-八月-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.2010.02.006Chu, 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:10.1108/02656710410522720Pai, 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:10.1108/02656710610672470Sower, 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:10.1108/02656710710722257Tontini, 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-05-2012-0062Vahdani, 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/s00170-014-6466-3Viswanadhan, 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-Yuh en_US dc.contributor.author (作者) 洪方正 zh_TW dc.contributor.author (作者) Hung, Fang-Cheng en_US dc.creator (作者) 洪方正 zh_TW dc.creator (作者) Hung, Fang-Cheng en_US dc.date (日期) 2020 en_US dc.date.accessioned 3-八月-2020 18:41:27 (UTC+8) - dc.date.available 3-八月-2020 18:41:27 (UTC+8) - dc.date.issued (上傳時間) 3-八月-2020 18:41:27 (UTC+8) - dc.identifier (其他 識別碼) G0107363016 en_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) 107363016 zh_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/#G0107363016 en_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) RPN zh_TW dc.subject (關鍵詞) Cost of Quality(COQ) en_US dc.subject (關鍵詞) IPA analysis en_US dc.subject (關鍵詞) Quality improvement strategy en_US dc.subject (關鍵詞) Customer satisfaction en_US dc.subject (關鍵詞) Risk priority number en_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 Company en_US dc.type (資料類型) thesis en_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.2010.02.006Chu, 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:10.1108/02656710410522720Pai, 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:10.1108/02656710610672470Sower, 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:10.1108/02656710710722257Tontini, 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-05-2012-0062Vahdani, 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/s00170-014-6466-3Viswanadhan, 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/NCCU202000790 en_US
